"The information you shared with us regarding your approach to customer value added is invaluable in formulating strategies for growth. Not only is your extensive experience and vast knowledge in this area extremely impressive, but I found you, as a speaker, to be truly inspirational."
--Kathryn M. Kantes, Graduate Student, New York University
Ray Kordupleski has spoken about customer value management to over 65,000 individuals in a variety of venues around the world. He's made presentations to executive teams, led workshops for employees at all levels, delivered keynotes to expert associations and educated general interest audiences. He has regularly addressed the annual American Marketing Association conferences and was the featured speaker at the 19th annual AMA weeklong conference in 2002, hosted by the University of Notre Dame's School of Research. Ray was also the keynote speaker at LIMRA International's 2002 conference.
He's conducted hundreds of one to three day seminars for corporate audiences and hosted an equal number of two to three hour workshops.
Ray's unique story-telling style blends humor with down-to-earth language that captivates audiences. He draws heavily on his experiences with hundreds of companies of all sizes in all parts of the world. His emphasis is always on the practical!
While each speaking engagement is customized for the needs of the audience, Ray's central message is that there is an emerging art and science of customer value management that any company can learn and apply to improve business performance and deliver shareholder value. There are seven basic topics that form the core of Ray's programs:
Winning in Three Markets (Customer, Employee, Shareholder)
What It Takes to Achieve World-Class Levels of Customer Loyalty
He's conducted hundreds of one to three day seminars for corporate audiences and hosted an equal number of two to three hour workshops.
Ray's unique story-telling style blends humor with down-to-earth language that captivates audiences. He draws heavily on his experiences with hundreds of companies of all sizes in all parts of the world. His emphasis is always on the practical!
While each speaking engagement is customized for the needs of the audience, Ray's central message is that there is an emerging art and science of customer value management that any company can learn and apply to improve business performance and deliver shareholder value. There are seven basic topics that form the core of Ray's programs:
Winning in Three Markets (Customer, Employee, Shareholder)
- What "customer perceived value" (CVA) is, why it's important and how you measure it
- How CVA relates to "employee perceived value" (PVA) and to "shareholder value" (EVA)
- Effective approaches for obtaining actionable information from your customers and your competitors' customers
- Using Customer Value Data for Business Planning
- The tools of customer value management
- How to use the tools to choose, deliver and communicate a superior value proposition to gain competitive advantage
- How customer-focused companies use customer data, internal measurements and rewards to create a culture that delivers sustained business success
- How customer value management relates to other business improvement approaches such as customer satisfaction, customer loyalty, customer relationship management, Total Quality Management, and the balanced scorecard
- Why each concept is important and how each should be used
What It Takes to Achieve World-Class Levels of Customer Loyalty
- How to measure, attain and sustain world-class levels of loyalty
- Findings from a variety of industries on what it takes to protect marketshare
- Characteristics of the successful change agent
- How a change agent works with senior leaders to create change