Profitable Loyalty: Turning More of your Current Customers into your Ideal Customers
| Webinar Recorded: | December 4, 2007 |
| Duration: | 60 minutes |
| Speaker: | Curtis Carlson Ipsos Loyalty Senior Vice President |
It seems that 2007 was the year of debunking many of the claims attributed to Net Promoter's predictive powers. Now that we have the message out about the results of studies designed to test the metric's effectiveness, it's time to look ahead and put into practice approaches that do work.
In this presentation, we show how measures that incorporate customers' key business-centric attitudes and behaviors (Loyalty, Share of Wallet, Profitability) can successfully be used to turn ordinary customers into those ideal customers who are loyal and spend more of their dollars in more profitable ways.
This approach not only enables executives to grow their businesses profitably, but supports the development of the customer-focused organization that is necessary for sustainable growth. By viewing this online presentation you will accomplish four objectives:
- Learn why current approaches to measuring and managing satisfaction fail in driving the growth executive expect.
- Understand how programs that integrate loyalty and business outcome measures support development of long-term customer loyalty and business growth.
- Create customer-focus using key drivers based on turning ordinary customers into ideal customer.
- See how this approach can create and maintain customer-centricity in a business-focused organization.
