Customer satisfaction and loyalty are increasingly becoming a major part of market research by corporates. Given the growing interest in consumer behaviour, India Inc is logging on to the vast knowledge pool of world experts on the subject. In this context, internationally acclaimed customer loyalty expert Dr Lawrence Crosby will be addressing a select group of senior honchos in the Capital on July 12, followed by Mumbai on July 14.
The presentations would be made under the Business Today Management Forum. The seminar is being co-hosted by Synovate and Avaya Global Connect.
Dr Crosby, who has an experience of 30 years in consumer and employee satisfaction research, is recognized globally as a ‘key’ player in evolving the management science of customer loyalty to the next level.
Apart from being the CEO and founder of Symmetrics, part of Aegis Group Plc’s market research arm Synovate, Crosby has also been president of CSM Worldwide, an international network of research and consulting companies engaged in customer satisfaction management.
Crosby has also had an amazing academic career. He has served as a professor of marketing in the College of Arizona State University for 10 years. He is currently an honorary faculty member of the Swedish School of Business and Economics in Helsinki, Finland.
Crosby has also written extensively on customer loyalty, with over 60 articles appearing in leading business and social science publications all over the world.