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Session
Description:
Achieving high levels of customer satisfaction offers no assurance
of customer loyalty and relationship profitability. This session
will look at:
* Benchmarks for loyalty relative to leading small business
competitors
* Ways to measure and manage the drivers of customer loyalty
* How relationship management strategy impacts loyalty
* How to link customer loyalty to gains in share of wallet
This
program is appropriate for senior financial executives with
responsibility for Retail Banking, Small Business, Product
Development, Marketing, Market Research and Strategy Teams.
SAMPLE
SLIDES FROM THE PRESENTATION DECK
Attendance
Fee:
$275.00 plus $50.00 per telephone line used.
About
Maria Erickson
Maria Erickson is responsible for the commercial research
line of business at the NFO WorldGroup, one of the largest
research firms globally. Her responsibilities include custom
and syndicated research focused on the commercial, small business
and SOHO sectors as well as retail relationships with business
owners and affluent consumers. Her projects focus on market
share/share of wallet, image and satisfaction, market segmentation,
price elasticity and pricing strategies, customer needs identification,
channel strategy and demand estimation. Maria has led the
commercial research group at PSI Global, an NFO company for
seven years. Prior to joining PSI Global, Maria was an analyst
with Salomon Brothers. She is a Certified Cash Manager (CCM)
and has an MBA from the University of Central Florida.
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