Loyalty Behavior Webcast

You know, IKEA almost had me. Really.

That is, until I found the final piece of my daughter's pink MALM 3-drawer chest I was assembling was nicked. And I rang customer service to find out how they wanted to go about replacing the piece. And I rang. And rang. I rang for 10 minutes. And no one answered. I rang for two days. And still...

Nor did anyone answer at the HQ IKEA number (they redirected me, after much pushing of buttons, back to my local store where it rang some more.)

There's a lot to like about IKEA, but what's not to love is their customer service. (Please see Danielle Crittenden's blog "Why I Hate IKEA" at the The Huffington Post.)

Maybe one of the execs from the Scandinavian giant will take a moment to attend the latest AMA/Aquent Webcast:

Optimizing the Profitable Link Between Employees and Customer Loyalty Behavior

Michael Lowenstein, Vice President and Senior Consultant at Harris Interactive, points out that research indicates "at least 70% of your customers’ behavior is driven by their interactions with your employees."
Which would explain why there's no rush for me to hustle on back to that big blue and yellow store to get more furniture.

But enough about my allen-wrench assembly skills, here's the delio on the Webcast.



In this free and informative Aquent/AMA webcast, Michael Lowenstein, Vice President and Senior Consultant at Harris Interactive, will present critical insights about the relationship among profitability, employee behavior, and customer loyalty, which will prove that true customer commitment is attainable only when the entire organization understands and performs its roles in providing superior customer experiences.

You will learn how to:

• Effectively measure and understand customers’ perceptions
• Pinpoint which employee attitudes and actions affect customer behavior
• Leverage employee positivism and customer focus
• Identify and eliminate employee sabotage
• Develop a customer-centric culture

The AMA recommends attendees of this Webcast should include Senior Executives and Managers of:

• Customer Service/Customer Experience
• Customer Relationship Management
• Retail Operations
• Training and Development
• Sales
• Marketing

As with all our Webcasts, it's free.

Here's the date and time:

Thursday, April 24, 2008 10:00 am (PST)

Details here.