Customer Evangelism University

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Customer Evangelism University

Hosted by:

Empower any organization or individual with the knowledge to create a volunteer sales force. That's the purpose of Customer Evangelism University.

Recently added:
* Special guest Patty Kryscha, regional marketing director of Southwest Airlines, will discuss her work and the company's success in creating customer evangelists

* Peter and Diane Durand of the renowned Alphachimp Studio will be on hand to create a visual diary of both days' material

Ben McConnell and Jackie Huba conduct private and public workshops about customer evangelism.

The Undergraduate Program

Program details:

How has Krispy Kreme built a customer universe based entirely on word of mouth? Why do Southwest Airlines customers recruit new customers for the airline every day? How has IBM embraced a self-organized community of open source programmers who now spread the gospel of Big Blue?

What will you learn?
During this exclusive, full-day workshop, you’ll learn the successful marketing approaches of these companies as well as many others -- large and small from product companies to services firms -- culled from the bestselling book, "Creating Customer Evangelists: How Loyal Customers Become a Volunteer Sales Force" (Dearborn, 2002).

Led by authors and consultants Jackie Huba and Ben McConnell, this in-depth workshop will cover:

* Why word of mouth is more important today than ever before
* Which business categories have the highest word of mouth
* How to spend less money on marketing campaigns using low-cost grassroots marketing
* How to move customers up the customer evangelism pyramid
* How to calculate positive and negative word of mouth
* The six tenets of customer evangelism
* Why unhappy customers don't complain
* How the 10 Golden Rules of Customer Plus-Delta can help you get more feedback from customers
* How you can phrase questions to get the best feedback from customers
* 7 techniques to gather feedback cost-effectively
* 7 lessons of why being like Napster is a good thing
* How a number of industries are Napsterizing their knowledge to create evangelists
* 10 techniques to share knowledge that evangelists will share with prospects
* How buzz spreads in-person and on the Internet
* The differences between mega-hubs and network hubs
* How to recognize network hubs
* 5 ways to tap into network hubs
* How to create a "buzz map" to draw insights from how word of mouth is spread
* 10 ways to stimulate buzz
* How creating customer communities helps create evangelists
* How to measure community building tactics
* How to create an "evangelism department"
* 7 ways to "peopletize" your marketing
* How creating bite-size chunks of your product and services creates customer evangelists
* How creating a cause helps create customer evangelists
* How partnering with a charitable cause creates deep connections with customers
* How to "sell a dream" instead of just promoting your products and services
* How to apply the six tenets of customer evangelism using a hands-on case study

What will you take away?
It’s an entire day filled with hours of practical advice about what works and what to avoid in designing customer evangelism programs. Through interactive exercises and the presentation of case studies, you’ll brainstorm ideas on how to tailor customer evangelism programs for your organization. You'll leave with actionable ideas on how to put these programs to work immediately.

What are people saying?
"Great way to learn how to create customer evangelists who will help you build your business."
-- Lee Mann, Manager of Consumer Education, Wilton Industries

"It’s a great way to learn about different marketing ideas and how to utilize them. I’ve left the workshop full of ideas to help my business."
-- Jennifer Bujak, Marketing Manger, The Solutions Group

Read more testimonials here

When is it?
Wednesday, Sept. 24, 2003, 8 am - 5 pm

Prerequisites
None

Program investment
$695 per person includes breakfast and lunch and materials and a copy of "Creating Customer Evangelists"

Registration

Or register with a toll-free call: 1-866-345-0092

Designed for
* Leaders of small businesses
* Leaders of mid-size businesses
* Entrepreneurs
* Marketing professionals
* Marketing and PR agency professionals
* Anyone whose business depends on word of mouth

Location
Catalyst Ranch
656 W. Randolph, Suite 3W
Chicago, IL 60661
(312) 207-1710
Catalyst Ranch site

Places to stay
Catalyst Ranch is conveniently located in Chicago’s West Loop district, which is a short taxi ride to dozens of hotels downtown. Among many others, recommended nearby hotels include:

* Hotel Allegro
* The Westin
* The Inter-Continental

Taxi fare from any of the above hotels to the workshop is approximately $4-5.

Registration

Or register with a toll-free call: 1-866-345-0092

The Graduate Program

Program details:

Need to rally employees around the benefits of word of mouth and a volunteer sales force? Want to help your clients create their own customer evangelists?

At the Customer Evangelism University Graduate program, we’ll teach you how to successfully deliver the Customer Evangelism Experience. Role plays, facilitation techniques and a host of tools are a handful of the many benefits this intensive train-the-trainer workshop offers.

What will you learn?
By attending this workshop, you will learn how to effectively:

* Assess an organization's customer focus
   > Understand how the assessment instrument works
   > Understand how to get executives involved in assessing the organization

* Deliver customer evangelism presentations and how to customize them
   > Learn slide by slide how to give the same presentation Jackie and Ben give to their clients
   > Learn how to customize the presentation for your audience

* Host Discussion Guide sessions
   > Learn how to get people talking about customer evangelism by using a "book club" approach -- a series of discussions around the customer evangelism tenets

* Organize a team to create a customer evangelism plan
   > Learn how to stage a 1, 2 or 3 day team meeting on developing a customer evangelism plan

* Leverage your evangelist potential
   > Learn top tips for igniting enthusiasm around customers in your organization
   > Learn creative ideas on maintaining the momentum of your customer evangelism plan

What will you take away?
As a Customer Evangelism trainer, you’ll have access to all the materials needed from the authors of "Creating Customer Evangelists" and enough materials to facilitate your first presentation.

What are the tangibles?
When you go through the trainer program, you'll leave with:

* 1 Presenter’s Handbook
* 6 Creating Customer Evangelists Discussion Guides
* 6 Assessment Instruments
* 20 Idea Collector worksheets
* 20 Creating Customer Evangelists presentation handouts
* 1 PowerPoint Presentation CD (to be used for slide shows or to print overheads)
* 1 Creating Customer Evangelists hardcover book
* 1 Creating Customer Evangelists audio book
* Creating Customer Evangelists fun items
* A web-based peer network of fellow graduates for continued learning and support after the session

What are people saying?
"Great ideas. Great networking. Helps you understand the power of customers to grow your business."
-- Megan Sheehan, senior account executive, Insight Express

"The workshop's principles can be applied to internal selling and internal customers. I'm energized and full of ideas!"
-- Andy McCaskey, client solutions manager, Agilent Technologies

When is it?
Thursday, Sept. 25, 2003
8 a.m. - 5 p.m.

Prerequisites
You must attend the Customer Evangelism University Undergraduate program on Day 1 to attend.

Program investment
$1,725 per person. Includes two days of training (Undergraduate and Graduate), breakfasts, lunches, and materials to conduct your own discussion group, seminar or workshop.

Location
Catalyst Ranch
656 W. Randolph, Suite 3W
Chicago, IL 60661
(312) 207-1710
Catalyst Ranch site

* Hotel Allegro
* The Westin
* The Inter-Continental

Taxi fare from any of the above hotels to the workshop is approximately $4-5.

Registration

Or register via toll-free call: 1-866-345-0092

Designed for
* Independent marketing and PR consultants
* Marketing executives and change agents
* Company trainers
* Marketing education professionals
* Independent trainers and coaches