Building Customer Loyalty through Rewards Programs - Assessment Frameworks and Strategies for Improving Program Design and Management

OnDemand Webinar

88-minute program available anytime
  • 88 minutes

Most hospitality firms have developed and launched a customer rewards/loyalty program, but few know whether or not this program is providing a positive return to the firm. Because of the mass-adoption of reward programs in hospitality many reward programs have devolved into commodities. This OnDemand Webinar will review the underlying tenets of reward program design and management and provide guidance on how firms can assess the performance of their rewards program and update their program to improve returns provided by their loyalty investments. This program will decompose the complexities of program into actionable components and provide explicit, data-driven recommendations on how programs can be created or changed to provide greater benefits to hospitality firms. Loyalty programs represent a substantial firm investment and failing to continually assess a programís performance and optimizing a program to improve returns on this investment squanders hospitality firms scarce resources. This OnDemand Webinar will give program managers and executives the tools to assess reward programs and make calculated improvements to increase customer loyalty and ultimately program and firm profitability.


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Why Lorman?

Over 27 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

Agenda

What Is Customer Loyalty?

  • Discuss Common and Emerging Approaches for Defining and Operationalizing Loyalty Measurement Within an Organization

Reward Program Assessment Framework

  • Discuss the Current State of Reward/Loyalty Programs in Hospitality
  • Introduce a Framework for Assessing Reward/Loyalty Program Effectiveness

Recommendations for Effective Program Design and Management

  • Provide Recommendations for Effectively Designing and Managing Reward/Loyalty Programs

Next Practices in Loyalty Management

  • Discuss Forecasts for the Next Phase in Program Design, Management, and Assessment
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OnDemand Webinar

$69
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More Program Information

Why Lorman?

Over 27 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

Credits

This course was last revised on March 28, 2012.

Call 1-866-352-9540 for further credit information.

  • AL CPE
     
  • This course will qualify for 1.5 live credit hours through the Alabama State Board of Public Accountancy.
     
  • GA CPE
     
  • This program MAY QUALIFY for CPE credit through the Georgia State Board of Accountancy.* *Please check the rules and requirements in your state for CPE compliance.
     
  • IA CPE
     
  • This program MAY QUALIFY for CPE credit through the Iowa Accountancy Examining Board.* *Please check the rules and requirements in your state for CPE compliance.
     
  • IN CPE
     
  • This program MAY QUALIFY for self-study CPE credit through the Indiana State Board of Accountancy.* *Please check the rules and requirements in your state for CPE compliance.
     
  • KY CPE
     
  • This program MAY QUALIFY for CPE credit through the Kentucky State Board of Accountancy.* *Please check the rules and requirements in your state for CPE compliance.
     
  • ME CPE
     
  • This program MAY QUALIFY for CPE credit through the Maine State Board of Accountancy.* *Please check the rules and requirements in your state for CPE compliance.
     
  • MI CPE
     
  • This program MAY QUALIFY for CPE credit through the Michigan State Board of Accountancy.* *Please check the rules and requirements in your state for CPE compliance.
     
  • MT CPE
     
  • This program MAY QUALIFY for self study CPE credit through the Montanta Board of Public Accountants.* *Please check the rules and requirements in your state for CPE compliance and calculating the amount of credit hours you can claim for self study courses.
     
  • ND CPE
     
  • This program MAY QUALIFY for CPE credit through the North Dakota State Board of Accountancy.* *Please check the rules and requirements in your state for CPE compliance.
     
  • NH CPE
     
  • This program MAY QUALIFY for CPE credit through the New Hampshire Board of Accountancy.* *Please check the rules and requirements in your state for CPE compliance.
     
  • NV CPE
     
  • This program MAY QUALIFY for CPE credit through the Nevada State Board of Accountancy.* *Please check the rules and requirements in your state for CPE compliance.
     
  • TX CPE 1.5
     
  • Lorman Business Center, Inc. has registered with the Texas State Board of Public Accountancy as a CPE Sponsor. This registration does not constitute an endorsement by the Board as to the quality of our CPE Program. This program qualifies for 1.5 hours of continuing professional education.
     
  • VA CPE
     
  • This program MAY QUALIFY for CPE credit through the Virginia State Board of Accountancy.* *Please check the rules and requirements in your state for CPE compliance.
     
  • WY CPE
     
  • This program MAY QUALIFY for CPE credit through the Wyoming Board of Certified Public Accountants.* *Please check the rules and requirements in your state for CPE compliance.
     
Purchase Options

OnDemand Webinar

$69
Add to Cart

More Program Information

Why Lorman?

Over 27 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

Faculty

Clay Voorhees

Clay Voorhees

Michigan State University

  • Assistant professor of marketing at Michigan State University
  • Research emphasizes customer loyalty program design, assessment, and optimization, customer loyalty models and dashboards, customer experience management and return on marketing investments
  • Research has received several awards including the 2011 Industry Relevance Award from Cornellís Center for Hospitality Research
  • Findings from research efforts have been highlighted in academic outlets and featured in USA Today, National Public Radio, Associated Press, CNBC, and numerous other domestic and international periodicals
  • Regularly collaborates with Fortune 500 and smaller firms on issues related to loyalty management and reward program design and assessment
  • Regularly contributes to managerial publications and seminars, including Cornellís Hospitality Research Reports, Cornell Hospitality Quarterly and Deloitte DeBriefs Webcasts
  • Ph.D. degree in marketing, Florida State University
  • Can be contacted at 517-648-7001 or voorhees@bus.msu.edu
Purchase Options

OnDemand Webinar

$69
Add to Cart

More Program Information

Why Lorman?

Over 27 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

Association of Business Training Membership

Lorman Education Services has been a trusted source for training and is now proud to offer additional tools, information and resources through Association of Business Training. Association of Business Training offers the same great Lorman training in budget-friendly packages so you can stay up-to-date on the latest developments in your industry.

Become a Gold member of Association of Business Training and get:

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All of this (and more!) for only $395 annually. Join today and your ondemand webinar is free!

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Gold Membership
$395 per year/person

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Product ID: 388668EAU
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Purchase Options

OnDemand Webinar

$69
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