CUSTOMER DEFECTION SEMINAR
By Adnews Staff
Hepworth + Company Ltd. of Richmond Hill, Ont. will host seminars on Nov. 10 and Jan. 19 focusing on retaining customers. The event will outline how to quantify the risk of customer defection and methods to stop customers from leaving. Seminar topics will include the economic impact of customer defection to the bottom line, why customer satisfaction is not a predictor of customer loyalty, calculating the amount of your organization's revenue that is at risk because of customer dissatisfaction, why companies neglect customer risk management and moving from complaint management to contact management. Hepworth is a Canadian consulting firm specializing in customer loyalty and service improvements.
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