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Specialism
 
An Introductory course to Customer & Employee Satisfaction and Loyalty

Objectives  

This course will provide you all the basic information about Customer satisfaction and loyalty.

                 
Classes
 
Chapter One – So why the focus on customer satisfaction and loyalty ?
Chapter Two – What You Need to Know About Customer Loyalty: The Myths and the Truths
Chapter Three – Why Measure Loyalty; Isn’t Satisfaction Enough?
Chapter Four– Managing Relationships
Director and professor: Catherine Martell (Ipsos Loyalty & Global PartneRing - International Communications Director) - Ipsos France.
Professor: Tim Keiningham (Global Chief Strategy Officer & Executive Vice President - Ipsos Loyalty US) Jean-Francois Damais (Deputy Managing Director - Loyalty Global Product Centre - Ipsos MORI - UK) Fiona Moss: Research Manager - Ipsos Loyalty - Ipsos MORI -UK)