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Benerd College
For Degree and Credentialing: 209.946.2683 For Professional Development: 209.946.2424 For Sacramento Programs: 916.340.6155

3601 Pacific Ave. Stockton, CA 95211
3200 Fifth Ave. Sacramento, CA 95817

Customer Research Certificate ~ ONLINE!


Your customers hold the key to your organization's success and surveys are one of the best ways to find out what your customers want, and how they want it. Too many surveys ask people the wrong questions. Discover who to survey, what questions to ask, and the key to getting a higher response to your surveys. This hard-hitting practical course will yield a huge ROI for your organization. Whether you need to analyze profitability, satisfaction, service or all three, this course will generate thousands of dollars in increased sales, greater efficiency, or more effectiveness. Includes a personal FREE critique of one of your surveys!

 Unit 1: Researching Your Customers
-Introduction to customer research
-The increasing role of customers in your success
-Your customer demographics and behavior characteristics
-Finding your 7 primary customer segments

Unit 2: Finding Your Best Customers
-Who are your best customers?
-Finding your best customers
-Why your best customers are so valuable
-Using best customers to get more customers

Unit 3: Measuring Customer Satisfaction
-What to measure in customer satisfaction
-Conducting customer satisfaction surveys
-Finding out what you do best
-Identifying areas for improvement

Unit 4: Constructing a Successful Customer Survey
-How many questions to ask
-Deciding what questions to ask
-Wording survey questions

Unit 5: Distributing Customer Surveys, Increasing Response
-Getting the Survey Out, and Back
-Email and web site surveys
-How many surveys you need to get back

Unit 6: Customer Advisory Boards and Focus Groups
-Recruiting advisory board members
-Roles and activities
-Meetings, policies, and other nitty-gritty
-Making them worthwhile and valuable

Unit 7: An 8 Stage Needs Assessment Model
-Using customer feedback to develop new activities and products
-The law of new product development
-When not to believe your customers
-The stages from brainstorming to testing

Unit 8: Improving Customer Research
-The 5 best way to collect customer feedback
-Creating a customer friendly environment
-Using customer research, or not, in decision making
-Managing your customer relationships for better research

Instructor: William Draves

Date: September 8-October 30, 2015
Course Code: UCLP 055

Certificate/all courses: $395 (3.2 CEUs)
Fill out my online form.

Click to Register!

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