Organisation: The Leadership Factor (UK)
Category: Customer Satisfaction Training
Description: Part 1: Emotional thinking
• How it works
• The role of emotions
• Are emotions irrational?
Part 2: Rational thinking
• Satisfaction
• Value judgements
• Rational choice theory
Part 3: Drivers of customer loyalty
• Bradley Gale’s theory of relative perceived value
• Jan Hofmeyr and emotional commitment
• Image
• Loyalty—rational or emotional?
Part 4: Survey evidence
• The best companies, and what customers love about them
• The worst companies, and what customers hate about them
• The actions that minimise negative emotion
Part 5: Conclusions
• Beyond the hype—customer emotions and business performance
• Putting the theory into practice
Price: NA
Contact: The Leadership Factor (UK)
Taylor Hill Mill, Huddersfield
HD4 6JA, United Kingdom
Tel: +44 (0)1484 517575
Fax: +44 (0)1484 517676
e-mail: uk@leadershipfactor.com
Email :
uk@leadershipfactor.com
Webmail :
http://www.leadershipfactor.co.uk
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