Free Webinar Series: Customer Loyalty and Evangelism

Brought to you by TelSpan

Session 1: Defining Customer Loyalty

How do you define a loyal customer, and what are the benefits for doing so?  What behavior differentiates a loyal customer from a vulnerable customer?  This session will address these and other questions.

[Download slides from Session 1]

Session 2: Measuring Customer Loyalty

The topics covered in this session will focus on why loyalty segments exist.  Why are some customers loyal, while others are neutral and still others are vulnerable.  Is it because the performance of what we do as an organization varies, or is it because different customers have different priorities?  Or both?

This presentation will enable you to (1) ask the right questions in your customer survey to calculate the performance of your organization (2) identify what your customers’ priorities are, and (3) identify which customers are loyal, neutral, and vulnerable.

[Download slides from session 2]
 

Session 3: Analyzing Customer Loyalty

This third session in a multi-part series will focus on analyzing customer loyalty among your customer base.

The topics covered in this session will focus on determining the drivers of loyalty and what distinguishes loyal customers from vulnerable customers.

This presentation will enable you to (1) ask the right questions in your customer surveys to determine the drivers of loyalty, and (2) how to know which customers are loyal and which are vulnerable.

[Download slides from session 3]

Session 4: Managing Customer Loyalty

This fourth session in the multi-part series will spotlight the issues entailed in measuring the experience the customer has with your organization.

• How should the experience be measured?

• Was the experience great or poor? Relative to what?

• How does this knowledge contribute to your understanding of why some customers are loyal and others are vulnerable?

A further area covered will be how to combine customer experience evaluation with our previous discussion of customer-driven priorities to determine potential focus areas for your organization.

[Download slides from session 4]