Customer Research Certificate ~ ONLINE!

 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