Managing Customer Service Expectations - AARM Business Key™ Workshop
  Customer churn rates are higher than ever; although businesses say they are devoted to loyalty, their management systems and budgets don’t back that up.

Loyalty experts agree it is more cost effective to retain a customer than to acquire them but a recent CRMGuru survey learned that more than 70% of customers say poor service caused them to take their business elsewhere, business executives believed price to be the prime factor for defection.

* 79% of business leaders take significant marketing and promotional actions without clearly understanding consumer expectations

*79% said there is a total disconnect between market branding and actual customer experience

* 74% of business leaders act on an operational basis (faster or more efficient) rather than understanding what customers want

At this powerful AARM Business-Key™ Workshop you will learn to move your organization toward a “customer centric” approach to managing every customer relationship.

We will discuss why customer loyalty is so critical to business success but more importantly we will discuss four key steps to improve loyalty and retention which, if focused on appropriate customers will improve profitability.

You'll learn how to:
1. understand drivers of loyalty and defection from the customers’ point of view

2. develop a loyalty strategy focused on the “right” customers

3. systematically deliver what your customers value, and fix it quickly when they don’t

4. implement measurement and reward systems to encourage customer centric behaviour

Finally, we will develop a strawman strategy and project plan for your company.

This workshop will help you make your organization more customer centric and it will enable your business to grow faster and earn more money. That’s the business benefit of managing your customers’ experience.

Who Should Attend:

* Customer Service Managers, Directors and VPs
* Directors of Marketing and Sales
* Segment Managers
* Business Owners and Business Planners
* Directors of Customer Satisfaction and Retention

Register soon - to find out more - call our Business-Key™ Hotline at 647 477 2004.



Robert T. Stacey - President and CEO - AARM International.

PS. We have a number of other Business Key™ Workshops coming online, and we're scheduling new topics regularly. Remember, it costs so little to become an AARM Member and take advantage of special rates for these valuable workshops. For other workshops of interest, I invite you to checkout out Business Key™ Master Workshop page at http://www.aarm.org/workshops_bk.html
An AARM Exclusive Business-Key™ Workshop

When: 8:30 am to 12:00 noon on dates announced
Where: as announced
Price: Call AARM for details at 905 833 5497.
 
About our Business-Key™ Workshop Facilitator

Cathy Lone Dawson is the president of CRM Matters. She has over 25 years experience working with CEOs and executive teams to create dynamic strategies for growth, achieve substantial operating and financial performance, build highly effective organizations and lead major change initiatives.

More about Cathy Lone Dawson

Call to sign up today. (905 833 5497)



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