Curtiss Hall 142
8 a.m.-4:30 p.m.
Your customers hold the key to the future success of your organization. You can find out what your customers know by engaging and interacting with your customers.
Find out how to get feedback, information and even answers from your customers. With our low and no cost methods of customer research, you will discover new techniques for collecting information that will improve your organization’s products or services, promotion and marketing, and even bottom line finances.
Whether you work in a for-profit or nonprofit environment, our 8 stage needs assessment model will give you a step by step proven approach to researching and selecting new services, products or activities.
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
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
Measuring Customer Satisfaction
-What to measure in customer satisfaction
-Conducting customer satisfaction surveys
-Finding out what you do best
-Identifying areas for improvement
Constructing a successful customer survey
-How many questions to ask
-Deciding what questions to ask
-Wording survey questions
Distributing Customer Surveys, Increasing Response
-Getting the Survey Out, and Back
-Email and web site surveys
-How many surveys you need to get back
Customer Advisory Boards and Focus Groups
-Recruiting advisory board members
-Roles and activities
-Meetings, policies, and other nitty-gritty
-Making them worthwhile and valuable
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
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
About online learning
Online learning is a fun, enjoyable and very productive way to learn. Millions of people are learning online each year. You will engage with the instructor and other participants. You will get to know your instructor and other participants. You may make friends. It’s easy. It’s fun.
How the Course Works
It is easy to participate in your online course. After you register, you will be given a web address to go to get into your online classroom. You will have a password and use your email address and password to gain access.
Once inside the online classroom, here’s what you can expect.
Participate when you want
You can participate any time of day or evening. The online classroom is open 24 hours a day, 7 days a week.
What you will do
For each Unit, you will:
For best learning, you should make one or more comments at 2-3 different times each day, since it is a week long course.
The content (readings, audio lectures, slides) and self quizzes are accessible for the entire course, so you can work ahead, or go back and review again, at your convenience.
The Discussion for each Unit lasts one week. All comments are made in writing and can be made at any time of the day or night.
Your instructor will log into the Discussion area at least once a day and answer questions, make comments, and respond to comments by you and the other participants.
We encourage you to make 2-3 comments each day to maximize your learning and enjoyment of the course.
About the Instructor
William A. Draves conducts customer research for a national organization and trains others in customer research. He is the author of “The 8 Stage Needs Assessment Model” and conducts seminars on high response survey techniques.
The Health Ed Today courses were developed through a partnership with leading education organizations including Pearson Education, E-College and Condensed Curriculum International.