Measuring and Managing Customer Experience, Satisfaction and Loyalty

Creating and delivering customer experiences that meet and often exceed the brand promise is central to ensuring customer delight and loyalty. Customer satisfaction is almost always a key performance indicator (KPI) regardless of firm size or industry. We take the view that customer experience drives satisfaction and loyalty.

Many businesses have made the mistake of investing heavily in CRM technologies without addressing the fundamentals, namely creating value and memorable experiences for customers. This virtual seminar will explain our approach to customer experience and satisfaction measurement, which should be cornerstone of any CRM or loyalty initiative.

The topics covered include:

The concept of customer experience
Link between customer experience, satisfaction and loyalty
Customer experience and satisfaction measurement
Analysis of data and creation of customer metrics

After this virtual seminar, you will:

Master the elements of customer experience
Gain a framework for managing customer experience
Easily measure customer experience, satisfaction and loyalty
Analysis of customer experience and satisfaction data, including driver analysis and customer metrics
Retain applicable knowledge from real-life case studies

Speaker:

Ramesh Venkat, founder, CeQuotia Consulting

Ramesh Venkat has a Ph.D. in Marketing and is the founder and president of CeQuotia Consulting, a boutique consulting firm specializing in customer experience and brand strategy. He is the author of a book on Internet Marketing (McGraw-Hill Ryerson) and is currently writing a book on building brands through customer experience. He was previously Associate Dean and currently Associate Professor at the Sobey School of Business. CeQuotia’s clients include a variety of service companies, business-to-business suppliers and public sector organizations.

Registration Rates

Council Member:	FREE to CRM, B-to-B
DMA Member:	$149**
Non-Member:	$199

Membership Offer: ** When registering for this event, DMA Members will receive a FREE one year Customer Relationship Management (CRM) membership. This offer is not available to prior or current CRM Council members and is only valid for the first year of Council membership. Membership must be renewed annually.

See information on how to join DMA.

Ways to Register

Online:	Register Now
Fax:	212.302.7643
Phone:	212.790.1500
Mail:	Printable Form DMA Customer Service 1120 Avenue of the Americas New York, NY 10036-6700 (Check payable to DMA)

For questions/inquiries, call DMA Customer Service at 212.790.1500 or e-mail customerservice@the-dma.org.

Payment Policy and Confirmation

In order to confirm your place in this event, we require payment in full. From time to time, we change a date or location of an event. If we need to change a date or location for any reason, you will be contacted. If you have not received confirmation of your attendance from DMA, please call 212.790.1500 to ensure your seat.

Virtual Seminar Cancellation Policy

If you cannot participate in the virtual seminar, please contact DMA Customer Service prior to the event to have your registration fee held on account for a future event. If you must cancel your registration altogether, DMA will refund the registration fee in full if canceled at least one (1) business day in advance of the event. Registrants who do not cancel or arrange to have their registration fee held on account prior to the event, and fail to attend the event, forfeit their full registration fee.

If DMA cancels the event for which you have registered, the registration fee paid will be held on account for a future event or fully refunded if you prefer. DMA is not responsible for any expenses incurred by you as a result of your registration, whether the event was attended, postponed, or canceled.

DMA Money-Back Guarantee

You will be 100% satisfied with what you learn or we will refund your registration fee in full.* We can afford to make this offer because we know that this seminar will exceed your expectations. It's part of our commitment to providing you with the highest possible quality in education and training.

_{*Requires written request within 30 days of the seminar.}