Beyond the Ultimate Question: Customer Feedback Programs Workshop

Aug. 24, 2009 - PRLog -- Based on the research findings in his new book, Beyond the Ultimate Question, Dr. Hayes will show you how to design an effective Customer Feedback Program (CFP) that will help improve the customer experience, increase customer loyalty, and drive business growth. Find out how companies like Oracle, Akamai Technologies, Harris Stratex Networks, and American Express Business Travel build their world class Customer Feedback Programs. Learn why companies need to look beyond the Net Promoter® Score as the ultimate question.

Bob E. Hayes, Ph.D., an author and recognized expert in customer satisfaction and loyalty measurement, will share research results and insights that show that, to grow their business, companies need to look beyond this simple question to efforts on improving the entire CFP.  Attend this one-day workshop on October 29 in Seattle, WA and receive complimentary copies of the new book, Beyond the Ultimate Question, and Measuring Customer Satisfaction and Loyalty (3rd Ed.). In this workshop (register here: http://www.regonline.com/bobcfpseattle), you will learn how to design a successful CFP that will help your company improve the customer experience and increase customer loyalty, ultimately driving business growth. Learn more about the workshop (http://www.businessoverbroadway.com/buqworkshopseattle.htm)

Hayes has identified best practices of CFPs that are shown to improve customer loyalty. From strategy and business integration, to methods and reporting, to developing an applied research program, Loyalty Leading companies adopt certain business practices compared to their Loyalty Lagging counterparts. Understand how to measure all three components of customer loyalty (advocacy, purchasing and retention) to help better manage customer relationships to maximize business growth through new and existing customers.

Workshop Details and Outline
·  Six Components of Customer Feedback Programs
·  How Typical Companies Structure their CFPs
·  Identifying your CFP Strengths and Improvement Areas: CFP Self-Assessment Survey
·  Best practices Defined
·  Best Practices in the areas of:
      - Strategy and Governance
      - Business Process Integration
      - Method
      - Reporting
      - Research
·  Customer Loyalty as the Ultimate Metric
      - Definition of Customer Loyalty
      - Problems with the NPS
      - How to Measure Customer Loyalty: RAP Approach
·  Two Examples of CFP Best Practices in Action
      - The Akamai Story
      - The Oracle Story
·  CFP Best Practices Award

Workshop participants will receive a workshop manual containing all material presented in class and complimentary copies of Dr. Hayes’ two books:
·  Measuring Customer Satisfaction and Loyalty (3rd Ed.)
·  Beyond the Ultimate Question: A Systematic Approach to Improving Customer Loyalty

Register Now for One-day Workshop in Seattle, WA (http://www.regonline.com/bobcfpseattle)
Cost (includes class manual and two books): $1150.00; $100 discount for 2 or more registrants from same company. Early Bird Registration (before September 25, 2009): $950.00.

About the Presenter, Bob E. Hayes, Ph.D.
Dr. Hayes is the president and founder of Business Over Broadway (B.O.B.; http://www.businessoverbroadway.com). He is a recognized expert in customer satisfaction and loyalty measurement, and author of Beyond the Ultimate Question (2009) and Measuring Customer Satisfaction and Loyalty (2008). Dr. Hayes currently sits on the CRM Advisory Council for Cognizant Technology Solutions and is an advisor for Mob4Hire. He has conducted survey research for enterprise companies including Siebel Systems, Oracle, Agilent Technologies, and Cisco Systems.

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About Business Over Broadway
Business Over Broadway (http://www.businessoverbroadway.com) works with companies to improve the effectiveness of their customer feedback programs. B.O.B.’s goal is to help companies maximize the value of their customer feedback program through program improvement efforts in areas ranging from strategy/governance to applied research. Their work is aimed to help companies gain customer insight that is necessary to help improve the customer experience, increase customer loyalty and, consequently, accelerate business growth.