Live Educational Webinar
How to Predict Customer Loyalty Without Surveys
Price: FREE
Jan. 26, 2017 Thursday
11:00 AM - 12:00 PM (Pacific)
1 Hour
Registration for this event is currently closed

Free Live Webinar

  • Free CPE
  • Non-sponsored Events mean you never listen to a 3rd party sales pitch – it’s all just great education
  • Expert-instructor-led learning with live Q&A
  • Based on a great course on Illumeo
Mark Graham Brown Principal Consultant
People are inundated with surveys these days. Your car dealer, dentist, lawn service, cable provider and even the hotel you stayed in last night wants you to take time out of your day to complete their survey and help them improve. Most of us are way too busy to fill out all these ridiculous surveys so we just ignore them, unless we are really mad or extremely pleased. Companies that rely on this data are getting a false view of reality because only the extremely mad or ecstatically happy customers fill out the surveys.

There's a better way to predict customer loyalty without all these annoying surveys. FedEx is one of the first companies to figure this out. In this webinar, you will learn how to develop a real-time daily metric that directly links to customer loyalty and costs very little to track. In fact, you probably have much of the raw data needed for this predictive analysis. Find out what airlines, hotels, and even utilities track to determine future customer loyalty.

Learning Objectives

After attending this event you will be able to:
Explore the flaws in customer survey data
Discover the reasons that customers are disloyal
Identify the approach used to FedEx and other leading organizations to predict customer loyalty
Explore alternative approaches for creating a Customer Aggravation Index


Mark Graham BrownPrincipal Consultant
Mark Graham Brown
Principal Consultant
Mark has consulted with organizations on improving performance since 1979, working with clients like Pfizer, Verizon Wireless, U.S. Navy, Coast Guard, and Nestle Purina. He's a published author and experienced instructor.
Moderated by: Khoa TranOperations Manager, Illumeo
Moderated by: Khoa Tran
Operations Manager, Illumeo
Khoa is in charge of live event operations at Illumeo and has led the preparation and execution of hundreds of live events on various finance, accounting and related topics across the Office of the CFO. You could say his job is a lot like learning finance and accounting for a living. Khoa is primarily responsible for ensuring great content, delivery, and learning for each of Illumeo's webinars and live events.