Beyond the Ultimate Question: Customer Feedback Programs Workshop

Attend this one-day workshop on October 29, 2009 in Seattle, WA to learn 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 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).

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

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.

Beyond the Ultimate Question: New Book Challenges the Net Promoter Score

My new book, Beyond the Ultimate Question, is released. You can purchase the book here. The official press release appears below.

Press Release: Business growth depends on more than asking a single question. Challenging the widely touted Net Promoter® Score claims, Bob E. Hayes, Ph.D., an author and recognized expert in customer satisfaction and loyalty measurement, publishes his latest findings in his new book, Beyond the Ultimate Question. Dr. Hayes provides compelling evidence that, to grow their business, companies need to look beyond this simple question to efforts on improving the entire customer feedback program (CFP)... >> Read entire press release.

Free Customer Feedback Programs Self-Assessment Survey

Customer feedback programs are designed to help companies understand their customers’ attitudes and experiences. This deeper customer-centric understanding helps companies identify ways to increase customer satisfaction and loyalty, consequently improving business performance.

These programs, however, do not always lead to improvements in the customer experience or increases in customer loyalty. Why? It may be how these programs are designed. For instance, research has shown that loyalty leaders adopt specific types of practices in their Customer Feedback Programs compared to loyalty laggers. The key to improve your program's success rests on the design of your program. Does your Customer Feedback Program adhere to best practices? Complete this short questionnaire to find out and learn how you can create a world class Customer Feedback Program. This free self-assessment tool is designed to help you understand the extent to which your company adopts best practices with respect to customer feedback programs.

Take the free self-assessment survey now by clicking the link below.

Free Customer Feedback Programs Self-Assessment Survey

BOB in The Netherlands

I recently gave the keynote address at the Custon Customer Congress in The Netherlands. The presentation highlighted how B2B companies can improve their customer loyalty. A copy of the presentation can be found here. For the Dutch reader, you can find a summary of my presentation online at ITCommercie (note regarding my picture for the article: I was totally sober for the presentation).