presents American Management Association Seminars
CUSTOMER SATISFACTION MEASUREMENT
Seminar No: 04536 -XNBB
CEU Credits: 1.2
Length: 2 days
Link your customer measurement to customer loyalty.
Here are the current strategies, methods and tools used by major organizations to measure customer satisfaction!
Attendees:
Customer satisfaction measurement specialists who want to improve their existing measurement processes and results...those who are initiating a new customer satisfaction measurement process...quality improvement professionals who want to link customer satisfaction measurement with existing process improvement activities...and managers who want to use customer information to help them enhance their operations.
How You Will Benefit:
- Improve product or service performance through accurate and meaningful customer feedback
- Identify—and focus on—the "right" customers to get the best results from your measurement efforts
- Boost new product or service success by involving customer needs earlier in the development process
What You Will Cover:
- Defining the concept of satisfaction measurement and the concept of a customer satisfaction information system (CSIS)
- Customer identification: Sampling strategies and identification of potential, latent and former customers
- Strategies for customer satisfaction measurement on the Web
- Customer satisfaction measurement systems
- Linking customer satisfaction measurement with bottom-line results
- Effective use of customer satisfaction information
Extended/Detailed Seminar Outline
Learning Objectives
- Improve Product or Service Performance through Accurate and Meaningful Customer Feedback
- Identify-and Focus on-the "Right" Customers to Get the Best Results from Your Measurement Efforts
- Boost New Product or Service Success by Involving Customer Needs Earlier in the Development Process
Introduction
- Introduce the Purpose of the Seminar
- Discuss the Traditional Challenges to Effective Customer Measurement and Retention Activities
- Discuss the Participants' Individual and Organizational Goals and Objectives with Respect to the Topic
Measuring Customer Retention
- Discuss the Traditional Assumptions about Loyal Customers
- Discuss the Value of Retaining Customers
- Discuss the Specific Types of Customer Retention Measures
Customer Satisfaction and Customer Loyalty
- Discuss the Traditional Assumptions about the Relationship between Customer Satisfaction and Customer Loyalty
- Discuss Specific Challenges to These Traditional Assumptions
- Discuss Recent Findings That Suggest the Need to Develop a More Aggressive Perspective with Respect to the Satisfaction-Loyalty Relationship
Developing an Effective Customer Satisfaction Measurement System (CSMS)
- Discuss the Important Requirements of an Effective CSMS from the Individual User Perspective
- Discuss the Important Requirements of an Effective CSMS from the Organizational Perspective
Effective Customer Measurement Practices
- Discuss Recommendations for Development of Effective CSMS Measurement Instruments
- Attribute Analysis
- Developing Appropriate Scales of Measurement
- Design and Testing of Customer Questions
- Design, Development, and Test of Measurement Instruments
Defining the "Customer" in CSMS
- Present the Topic of Customer Segmentation as a Major Feature of a Well-Designed CSMS
- Present a "Menu" of Segmentation Categories and Sub-Categories That Are Commonly Used in Current CSMS
Managing CSMS: Key Issues
- Identify Key Topics That Define Effective Management of CSMS:
- Clear Strategies and Objectives
- Senior Management Behavior
- Communications
- Training
- Linkage with Process Improvement Tools
- Clear User Objectives and Behaviors
- Clear User Outcomes
- Link CSMS with Appropriate Customer Outcomes
- Continuous Review and Improvement
B937
Collecting Customer Information
- Discuss Various Common Methods Used for Collecting CSMS Information, Citing Advantages and Disadvantages of Each Method
- Discuss a Variety of Attribute Measurement "Scales" in Order to Promote Greater Levels of Variety in Measurement Development and to Increase the Usefulness of CSMS Information
Analysis and Display of Customer Data
- Discussion of Recommended Methods for Analysis and Display of CSMS Information
CSMS: A System Approach
- Position the Development and Management of CSMS as "Systems Model," Identify Key Stages in Measurement Design, Development, Launch, and Maintenance
- Identify Important Levels of Individual Involvement in the Development and Management of the CSMS Process
- Identify Specific CSMS Deliverables That Are Typical and Important in Each Stage of CSMS Development
Start and End times: first day - 8:30am-5pm, all other days 9am-5pm unless otherwise specified. Your registration confirmation notice will confirm the hotel/conference center for the seminar for which you registered. The information included on this page is all the information available on this seminar. Please use form below to register only. To request information that is not included above please send an email to
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** Online Registration & Fee Information ** Please use form below to register only. To request information that is not included above please send an email to
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AMA's main conference centers
Seminars scheduled for the cities below are held at the locations listed below. For location information for other cities in which AMA seminars are held please call or email for information.
New York
AMA executive Conference Center
1601 Broadway New York, NY 10019
American Management Association (Located in the same building as the Crowne Plaza Hotel) 1601 Broadway On Broadway and 48th Street near Times Square. Entrance is on 48th Street.
Chicago
AMA executive Conference Center (adjacent to the Marroitt O'Hare)
8655 west higgins rd
Chicago, IL 60631
San Francisco
AMA executive Conference Center is located in San Francisco Marriott Hotel
55 Fourth Street 2nd Level
San Francisco, CA 94103
Atlanta
AMA Executive Conference Center
Address: 1170 Peachtree Street Ne Cnr Peachtree & 14th (3rd Flr)
City, State, Zip: Atlanta, GA 30309
Washington, DC
Arlington, Virginia
2345 Crystal Drive, Suite 200
Arlington, VA 22202
If you are not paying via credit card, you will receive an invoice with payment instructions.
Cancellation Policy:
If you cannot attend a seminar you can contact AMA in advance to transfer to a future session, or you can send someone to take your place. If you need to cancel your attendance, AMA will give you a complete refund if you cancel more than three weeks before your seminar begins. To cancel, simply email us at
. If you cancel with less than three weeks’ advance notice, you will be liable for the entire seminar fee. Once your payment has been received, you may request a courtesy transfer to use at any future AMA seminar of equal or lesser length. The courtesy transfer must be used within one year of the date of your originally scheduled seminar. In fairness to all attendees, if you do not attend a seminar session for which you are confirmed and do not contact AMA to cancel in advance, you will be charged the entire seminar fee.
AMA grants courtesy transfers to people who cannot attend their scheduled sessions. You can use a courtesy transfer for any seminar of equal or lesser length than the original seminar. You must use your courtesy transfer within one year of the date of your originally scheduled seminar.
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