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Products & Services R and AS Conferences 2001 Feb 2001: Cultivating Customer Relationships through Technology

Feb 2001 GBC Presentation: Cashing in on Customer Retention: Developing a Loyal Customer Following (Ben & Jerry's)

ID: GBC-P022001BGC


Published: Pre-2013


Delivery Format: MS Word


 

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Single User: Authorizes use by the person who places the order or for whom the order was placed.

Sitewide: Authorizes use of the report for a geographic site. All people at site can view the report for a year and copies can be printed.

Corporate: Authorizes use for the entire company for a year and copies can be printed. No limitations for usage inside the company.


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Direct access to this research is not included with your membership level.

 

919-403-0251

  • STUDY OVERVIEW
  • BENCHMARK CLASS
  • PRESENTER INFO
When a customer contacts your company with a complaint, or compliment, that customer is asking the company to engage in a dialogue. How you respond to their invitation is critical in forming a lasting relationship. Gary's presentation will discuss:
  • Developing a "Real Person to Real Person" Relationship with the customer
  • The Four Customer Types
  • Why satisfied customers defect to the competition
  • Converting the angry customer into a loyal supporter
  • What is a customer worth?
  • Determining the Lifetime Residual Value of a customer
  • Customer Service as a company profit center
  • Why most customer surveys are a waste of time, energy and money
  • How to design a survey that will add profits to the bottom line

Industries Profiled:
Consumer Products


Companies Profiled:
Ben & Jerry's

Gary Henderson
Manager, Insurance, Risk, and Special Consumer Services

Ben & Jerry's