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In-House Training and Workshop – Page 2 – FRAI Consultant

2 DAY WORKSHOP PRACTICAL MARKETING RESEARCH untuk MENINGKATKAN KEPUASAN PELANGGAN by DR. Freddy Rangkuti

 

 

 

 

LIMITED SEAT

Workshop & Pelatihan Intensif Dua Hari Belajar dari Ahlinya:

PRACTICAL MARKETING RESEARCH untuk MENINGKATKAN KEPUASAN PELANGGAN

LUMIRE HOTEL (dh: ASTON ATRIUM HOTEL)**** Jakarta, 12 – 13 Desember 2013

Workshop Leader: Dr. Freddy Rangkuti MSc (MD FRAI Marketing)

Pelatihan intensif selama dua hari mengenai PRACTICAL MARKETING RESEARCH untuk MENINGKATKAN KEPUASAN PELANGGAN, didesain secara khusus untuk peserta dari berbagai kategori industri sehingga dapat dengan mudah diterapkan, karena kenyataannya saat ini tidak ada lagi perbedaan antara produk dan jasa. Konsumen tidak lagi memilih apakah ingin membeli produk atau jasa. Yang ingin dibeli konsumen adalah sejauh mana produk/jasa tersebut dapat memberikan manfaat buat mereka. Keuntungan lain dari kehadiran berbagai latar belakang industri peserta, diharapkan pelatihan ini menjadi penuh warna dan menarik, sebab masing – masing peserta dapat saling belajar dan berinteraksi memahami kekuatan, kelemahan dan keberhasilan meningkatkan kepuasan pelanggan  pada masing – masing perusahaan.

Benefit:

Manfaat dari mengikuti pelatihan intensif ini adalah peserta dapat:

  1. Membuat desain riset, desain kuesioner dan pedoman wawancara
  2. Melakukan survei, data entry, data processing, serta analisis menggunakan SPSS secara mudah dan cepat.
  3. Menganalisis persepsi konsumen terhadap produk/program/jasa yang diberikan
  4. Mengetahui perubahan perilaku konsumen
  5. Mengukur standar kualitas produk/jasa secara jelas
  6. Merumuskan strategi pelayanan untuk meningkatkan kepuasan dan loyalitas pelanggan
  7. Mengimplementasikan hasil riset kepuasan dan loyalitas pelanggan untuk meningkatkan customer retention, dan loyalitas dengan program – program pemasaran yang  tepat dalam bentuk survey Kepuasan Pelanggan.

Pelatihan ini juga didesain secara praktis dengan menggunakan studi kasus dengan data riil, mulai dari menganalisis persepsi konsumen, perubahan perilaku, analisis kepuasan, analisis loyalitas sampai menyusun program pemasaran yang tepat untuk meningkatkan kepuasan dan loyalitas pelanggan.

Karakterisik perilaku konsumen di Indonesia, sangat cepat berubah dan pembosan. Contohnya banyak produk/program/jasa yang booming sebentar tetapi cepat mati. Untuk mengatasi masalah ini diperlukan riset kepuasan dan loyalitas pelanggan untuk meningkatkan kreativitas dan inovasi secara terus menerus. Tujuannya agar lebih kreatif dan tetap menjaga loyalitas konsumen. Program/Produk/jasa yang didukung oleh konsumen yang loyal akan menciptakan gelombang besar menjadi trendsetter.

Tujuan utama Marketing Research untuk Meningkatkan Kepuasan Pelanggan, adalah untuk mengetahui sejauh mana tingkat kepuasan customer serta membuat customer satisfaction index (CSI). Sehingga manajemen dapat menggunakannya untuk:

  1. Alat kebijakan pengambilan keputusan untuk meningkatkan kinerja perusahaan.
  2. Alat untuk menyusun marketing strategi
  3. Alat untuk memonitor dan mengendalikan aktivitas sehari-hari yang dilakukan perusahaan.
  4. Alat untuk mencapai salah satu misi yang telah ditetapkan yaitu memperoleh kepercayaan melalui kepuasan pelanggan.

Pihak yang menentukan kualitas jasa pelayanan adalah pelanggan. Oleh karena itu manajemen perlu mengetahui sampai sejauh mana tingkat kepuasan pelanggan dan apa yang menjadi kebutuhan pelanggan yang perlu dipenuhi sehingga sesuai dengan harapan pelanggannya.

Materi/Schedule:

Hari 1:

Sesi 1: Mendesain dan mengimplementasikan powerful marketing research untuk meningkatkan kepuasan pelanggan

Sesi 2: Membuat desain riset untuk marketing

Sesi 3: Metode survey/kuantitatif dan focus group discussion (FGD)/kualitatif

  • Alat ukur yang digunakan
  • Analisis kuantitatif: Deskriptif dan inferensial
  • Analisis Kualitatif: FGD dan teknik analisis data kualitatif

Sesi 4: Membuat desain kuesioner dan pedoman wawancara

  • Formulasi variable dan operasionalisasi variable
  • Cara membuat desain kuesioner: pilot test dan mempersiapkan field support
  • Pedoman melakukan wawancara secara optimal

Hari 2:

Sesi 1: Teknik tabulasi data, proses, analisis dan simulasi computer menggunakan SPSS

Sesi 2: Merumuskan strategi untuk meningkatkan kepuasan pelanggan.

Sesi 3: Merumuskan strategi untuk meningkatkan loyalitas pelanggan

Sesi 4: Merumuskan strategi untuk meningkatkan customer retention

Sesi 5: Studi kasus: Menyusun Strategi dan Program Pemasaran untuk meningkatkan kepuasan dan loyalitas pelanggan melalui Survey Kepuasan Pelanggan.


Siapa yang Harus Hadir

  • Para direktur dan manajer yang berkaitan dengan Penyusunan Perencanaan Strategis dan Evaluasi Kinerja serta Perencana Program Kerja
  • Para manajer dan supervior disemua lini strategis yang berkaitan dengan evaluasi kinerja, penyusunan program kerja serta customer service untuk peningkatan kepuasan dan loyalitas pelanggan.
  • Peminat riset dan pihak – pihak yang berkaitan dengan kegiatan survey serta penyusun kebijakan dan program untuk meningkatkan kinerja organisasi dan customer service

INVESTASI: Rp. 4.000.000 per orang.

Discount sebesar 10% bagi yang mengirim 3 orang/lebih dari satu perusahaan.

 

About Workshop Leader: DR. Freddy Rangkuti

Over 20 years of experience as a highly successful consultant, trainer, public speaker, best – selling author and lecturer in the field of management and marketing Doctoral programs

Managing Director FRAI Consulting (Professional strategic business & marketing training, research,  and consultancy), and more than 20 years works as a consultant for the Swisscontact international agency, Asian Development Bank, PLN, TELKOM, CALTEX, PERTAMINA, BANK INDONESIA, KELOMPOK KOMPAS GRAMEDIA (KKG), TRANS GROUP, PT. SMART Tbk (Sinar Mas Group), ASTRA, SEMEN GRESIK, SEMEN BOSOWA, SEMEN BATURAJA, CIPUTRA GROUP, SUMARECON, INDONESIA POWER, MANULIFE, JASA RAHARJA, Kementerian Keuangan, Kementrian Perindustrian, Kementerian Luar Negeri, Lembaga Adminstrasi Negara,  PUSAT INVESTASI PEMERINTAH, LPDP, PT. COGINDO, ICON+, LG Indonesia, Bank Riau, Bank Jatim, Bank Papua, PERSI (Perhimpunan Rumah Sakit Seluruh Indonesia), Industrial Estate, Private and Government owned companies BUMN/BUMD  for several region in the field of training Strategic Businnes Plan and Marketing Research.

After finishing his undergraduate study in Gadjah Mada University in Yogyakarta, He get scholarship from USAID and finished Master degree in Asian Institute of Technology, Bangkok, Thailand. He also gets scholarship from EEC to study industrial development in Trinity College, Dublin, Ireland. In postgraduate study, he finished doctoral degree in the field of Business Management in Padjadjaran University, Bandung.

He has received national and international recognition and numerous awards such as The Best Papers on International Conference, Asian Academy of Applied Business Conference, Malaysia (2005). Best Marketing Papers on National Conference on Business Management, Jakarta (2004). Teaching Schoolarship and Guest Lecture, Measuring Marketing Program Effectiveness,  in University Sabah Malaysia (2006)

Best – selling author of 25 books published in largest publisher in Indonesia. Namely: Manajemen Persediaan (Rajawali, 2007, 8th Edition); Riset Pemasaran (Gramedia Pustaka Utama, 2007, 8th Edition), Analisis SWOT: Teknik Membedah Kasus Bisnis (Gramedia Pustaka Utama, 2008, 15th Edition); Business Plan: Teknik Membuat Perencanaan Bisnis dan Analisis Kasus (Gramedia Pustaka Utama, 2006, 8th Edition); Creating Effective Marketing Plan (Gramedia Pustaka Utama, 2003, 3rd Edition); The Power of Brands: Teknik Mengelola Brand Equity dan Strategi Pengembangan Merek, Analisis Kasus dengan SPSS (Gramedia Pustaka Utama, 2004, 2nd Edition); Series for Strategic Marketing Tools: Data Analysis and Interpretation untuk Marketing & Behavior (Elex Media Komputindo, 2002); Series for Strategic Marketing Tools: Analysis Segmentasi & Targeting (Elex Media Komputindo, 2002); Measuring Customer Satisfaction (Gramedia Pustaka Utama, 2003, 3rd Edition), Flexible Marketing (Gramedia Pustaka Utama, 2004), Great Sales Forecast for Marketing (Gramedia Pustaka Utama, 2005), Marketing Data Analysis Made Easy (Gramedia Pustaka Utama, 2005), Strategi Promosi yang Kreatif (Gramedia Pustaka Utama, 2009), Mengukur Efektivitas Program Promosi (Gramedia Pustaka Utama, 2009), Spiritual Leadership in Business “Wake – up” (Gramedia Pustaka Utama, 2010). Teknik Selling Rasulullah (Gramedia Pustaka Utama, 2012), Studi Kelayakan Bisnis dan Investasi (Gramedia Pustaka Utama, 2012), Strategi Semut Melawan Gajah (Gramedia Pustaka Utama, 2013). Customer Service Satisfaction & Call Center (Gramedia Pustaka Utama, 2013). Anyone can contact him by email to freddyrangkuti@yahoo.com or www.fraiconsultant.com

 

FORMULIR PENDAFTARAN

Kepada Yth: Bp/Ibu

 

PELATIHAN INTENSIF DUA HARI

PRACTICAL MARKETING RESEARCH untuk MENINGKATKAN KEPUASAN PELANGGAN

 LUMIRE HOTEL (dh ASTON ATRIUM Hotel)**** Jakarta, 12 & 13 Desember 2013

 Pembicara: Dr. Freddy Rangkuti MSc (MD. FRAI CONSULTANT)

Benefit:

Dengan mengikuti pelatihan intensif ini peserta akan mendapat dua keuntungan sekaligus yaitu:

  1. Dapat membuat Practical Marketing Research secara cepat menggunakan SPSS
  2. Dapat menyusun program meningkatkan kepuasan dan loyalitas pelanggan, baik untuk mencari pelanggan baru maupun meningkatkan frekuensi konsumsi pelanggan yang sudah ada

Peserta akan memperoleh training kit, sertifikat, 2 x coffee break dan 1 x lunch setiap harinya, buku Marketing Research, dan Free Membership FRAI Community selama satu tahun dengan fasilitas Free E-books, Free Consultation dan Free International Journal.

FORMULIR PENDAFTARAN (Mohon diisi dengan huruf cetak)

Nama Lengkap: 1.
2.
3.
Jabatan 1.
2.
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Perusahaan:
Alamat:
Telepon:
Fax:
Contact Person:

Investasi: Rp 4.000.000 pe rorang

Discount sebesar 10% bagi yang mengirim 3 orang/lebih dari satu perusahaan.

Biaya ditranfer ke Bank BCA Graha Kirana, AC. 638 00 43 368,

atas nama Ir. Siti Haniah

Informasi Lebih Lanjut, Hubungi:

Global Media dengan Ir. Hani Siti Haniah. Email: haniglmedia@yahoo.com

Tel. 021 – 45844790; HP: 0818 88 2451, 0813 1072 0661, Fax: 021 – 458 44 790.