Marketing Managers know it costs significantly less to retain and service existing customers than to prospect for-and acquire-new ones, but maximizing the customer benefit and value isn't feasible if an organization relies solely on the efforts of the marketing department. So how can your organization build and optimize customer loyalty behavior? It's a careful balance between your product and service value proposition, the messages you send, and actual customer experiences that creates positive perception and action. According to research, at least 70% of your customers' behavior is driven by their interactions with your employees. Most organizations, however, have misconceptions about their customers' expectations and needs, and this disconnect often results in deteriorating loyalty and ineffective value delivery initiatives.In this free and informative Aquent/AMA webcast, Michael Lowenstein, Vice President and Senior Consultant at Harris Interactive, will present critical insights about the relationship among profitability, employee behavior, and customer loyalty, which will prove that true customer commitment is attainable only when the entire organization understands and performs its roles in providing superior customer experiences.You will learn how to:

• Effectively measure and understand customers' perceptions
• Pinpoint which employee attitudes and actions affect customer behavior
• Leverage employee positivism and customer focus
• Identify and eliminate employee sabotage
• Develop a customer-centric culture

The first 100 registrants of this webcast will have the opportunity to register for the 15th Annual Harris Interactive Loyalty Conference at a 10% discount.  Harris Interactive Loyalty Conference……The Silverado Resort, Napa, CA……April 27-29.  www.harrisinteractive.com/loyaltyseminarAbout Michael Lowenstein:Michael Lowenstein, PhD, CMC, is Vice President and Senior Consultant of Harris Interactive Loyalty, a division of Harris Interactive, a top-fifteen full-service worldwide marketing research and consulting company. With over 30 years' management and consulting experience in customer and staff loyalty behavior research, CRM, and strategic marketing and planning, he is also an active international conference speaker, workshop facilitator, and author of several highly regarded customer loyalty books and over 150 articles and columns.Who should attend this webcast?Senior Executives and Managers of:

• Customer Service/Customer Experience
• Customer Relationship Management
• Retail Operations
• Training and Development
• Sales
• Marketing