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Webinars
Going Beyond the NPS
to Discover
Better Ways of
Measuring the
Customer Experience
(42
Minutes View Time)
This
webinar
helps
guide
participants
on
current
global
best
practices
(a
better
way)
of
enhancing
the
process,
content
and
action
planning
components
of
an
existing
and/or
new
“measuring
customer
feedback”
program.
Dennis
Chapman
Sr.
(founder
and
CEO
of
The
Chapman
Group
and
LoyaltyProfessional)
speaks
to a
recognized
approach,
the
Net
Promoter
Score
(NPS)
and
how
an
organization
who
is
utilizing
this
methodology
can
also
consider
advancing
their
customer
experience
measurement
program
forward
(measurements
and
metrics).
The
webinar
is
intended
to
make
participants
think,
re-evaluate
and
re-energize
initiatives
around
knowing
and
measuring
their
customer’s
experiences.
Bottom
line;
ideas
for
having
the
“right”
and
most
important
customer
facts
and
then
turning
these
facts
that
drive
loyalty
and
in-turn
revenue
into
action!
Do
your customer
surveys give the
insight your
organization needs
to influence and
impact important
customer
relationships?
If
not, then you are
not alone…
Most
organizations have a
similar challenge…
they get lots of
customer survey
data, but no
indicators or best
practices on how to
use that data to
optimize customer
relationships.
Generally speaking,
organizations find
themselves in this
predicament for 2
reasons:
●
The questions
being asked in
the survey are
not “actionable”
questions.
●
The right
questions are
not being asked
of the right
people in the
customers’
organization
On
this webinar, Dennis
Chapman Sr., Founder
and President of The
Chapman Group will
address these 2
challenges by
presenting survey
question best
practices and
processes that his
own
LoyaltyProfessional™
team uses in
optimizing Fortune
1000 customer survey
programs. The
approach(es) to
customer surveying
shared on this
webinar will help
your organization:
-
Develop and ask
“actionable”
survey questions
-
Align questions
to customer
contact roles
-
Use surveys to
support and
develop customer
relationships
-
Transition your
customer survey
program into a
competitive
advantage
A Case Study on Client
Loyalty: Converting Ideas Into Action
(51
Minutes
View
Time)
Due
to popular demand, a rebroadcast (to a different
audience) of the webinar on converting ideas into
action
A Case Study on Client
Loyalty: Converting Ideas Into Action
(40 Minutes View Time)
Discover what clients (of varying sizes) are doing to hear the voice of
their customer, and how people are collecting this
information, and transitioning the knowledge from
their customer into action – benefitting everyone
involved in the process.
Seven Signals That Indicate
Customer Loyalty
(45 Minutes View
Time)
The webinar follow up to the white paper of the same name… Josiah Royce,
an American philosopher in the mid-to-late 1800’s,
claimed that the trait of loyalty was most often
associated with political institutions, religion,
war, and family. In these situations, people had one
key influence in common – a passionate link to a
“common cause.” We believe that you build loyalty
when you and your customers are aligned to a common
cause relating to these seven key factors.
How to Retain & Grow Your
Best Clients to Achieve Success in the New Economy
(35 Minutes View Time)
In today’s turbulent and
competitive environment keeping and growing those
accounts that represent the “Corporate Jewels” is
critical. This session will explore innovative “best
practices” as depicted and supported by actual Case
Studies. These “best practices” are being used
globally by Fortune 1000 corporations today to grow
and keep these most strategic customers. The session
will focus on approaches for implementing
People, Process and Technology Solutions
that help organizations “Know and Keep” critical
customers.
Resources Available:
White Papers
Webinars
Thought Leadership
Podcast
Publications
Blog (Strategic
Account Management
Blog)
Business Case
Materials
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Resources
© 2013 LOYALTYPROfessional™ is a Strategic
Business Unit of The Chapman Group
All Rights Reserved
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