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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Over 28 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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Why Lorman?

Over 28 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.

Continuing Education Credits have not been previously approved for this course however, if you feel the program may qualify for credit please contact your accrediting agency for compliance rules/regulations.

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Why Lorman?

Over 28 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 [email protected]
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Why Lorman?

Over 28 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.

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Product ID: 388668EAU
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