Description:  

Your customers hold the key to your organization’s success.  Getting to know your customers better means lower costs and better results, including higher retention, more customer satisfaction, more returning customers.  Surveys are one of the best ways to find out what your customers want, and how they want it. But too many surveys ask the wrong people the wrong questions.  Discover who to survey, what questions to ask, and the key to getting a higher response to your surveys.  This hard-hitting practical course will yield a huge ROI for your organization. Whether you need to analyze profitability, satisfaction, service or all three, this course will generate thousands of dollars in increased sales, greater efficiency, or more effectiveness. We guarantee it (or your money back)! Course includes a personal FREE critique of one of your surveys!

One-month; William A. Draves, Instructor.

Class Details:           

Course Objectives

• Why you should survey only 25% of your customers
• How to create a survey with a high response rate
• What questions you should ask, and not ask
• How to write survey questions
• Best ways to send out surveys, and get them

Course Outcomes
 At the end of successfully completing the course, you will:

• Possess the information necessary to create a survey with a high ROI (return on investment)
• Understand who to survey for the best results
• Take home an 8-stage needs assessment model for doing market research
• Know how to word survey questions, and survey responses
• Possess the knowledge to effectively analyze survey results

Course Outline

Unit 1 - Advanced Survey Techniques

• Getting to know your customers
• The 8-Stage Needs Assessment Model
• The increasing role of customers in your success
• How surveys can increase your success

Unit 2 - Who to Survey, Who not to survey

• Who to survey
• Who not to survey
• Who are your best customers?
• Finding those to survey

Unit 3 - Constructing a successful survey

• How many questions to ask
• Deciding what questions to ask
• Wording survey questions

Unit 4 - Distributing Surveys, Increasing Response

• Getting the Survey Out, and Back
• Email and web site surveys
• Snail mail survey techniques
• How many surveys you need to get back

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. 

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.

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. There are no live real-time requirements or meetings. You decide when you participate. For the best learning, participants should log into the course on 2-3 different days of the week.

What you will do

1. In the online classroom, listen to audio lectures, view slides, even take an optional quiz to test yourself.
2. Then post comments in the online discussion with your fellow participants and the instructor.  Your instructor logs on at least once a day to answer questions and join in on the discussion.

3. Readings are assigned for each day from the textbooks provided at registration.

4. Participate any time of day or night. The ideal is to go online 2-3 times a day since they are week-long courses, but you decide.

Discussion

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 week to maximize your learning and enjoyment of the course.

It’s easy! It’s fun.

 Technical Requirements

• Internet access with Internet Explorer; Firefox Mozilla; or Safari web browser.
• Access to Flash needed for audio and slide presentations.
• Speakers to listen to audio.

About the Instructor

William A. Draves does strategic market planning, needs assessment and marketing research for a national association. He conducts surveys about once a month, critiques surveys from other organizations, speaks and consults on the topic. He is the author of High Response Surveys, The 8-Stage Needs Assessment Model, and The Marketing Manual.

Tuition:

One-month, $395.

Who Should Attend:

Those business professionals looking to analyze profitability, satisfaction, service or all three, this course is designed to help you generate thousands of dollars in increased sales, greater efficiency, or more effectiveness.

Schedule:

Summer Session: 7/3/2013 - 7/28/2013
(Late Registration Deadline 7/7/2013)

Location:

Online