The Customer Loyalty Advantage

Customer receiving baked goods after paying.

How in touch with your customers are you, really?

Tom Ulbrich

Tom Ulbrich

Did you know that up to 90% of your customers are cheating on you? Yes, they’re doing business with your competition. Would you be shocked to hear that over 80% of business owners believe they are providing an outstanding customer experience? Yet only 8% of their customers would agree.

In today’s increasingly competitive environment, it is critical to build loyal customers that return consistently, purchase more, and most importantly, promote our brand. Find out how to build a customer loyalty experience that keeps them coming back for more. We will look at customer loyalty as a competitive advantage, tools you can use to measure it and examples of successful companies that live it each and every day.

Tom Ulbrich, EMBA '06, is an educator, speaker and entrepreneur. As one of our community's most passionate advocates for small business, and a business owner himself, Tom intimately understands the power that entrepreneurship has to unlock human potential, create jobs, inspire wealth, and invigorate economies and communities across the globe. Currently, he serves as an Assistant Dean at the University at Buffalo School of Management, Executive Director of the Blackstone LaunchPad at UB, and Executive Director of the Center for Entrepreneurial Leadership (CEL) where he works with a dedicated team to give small business owners the support they need to thrive.

Under Tom’s direction, the Center has expanded its interdisciplinary approach to educating business owners through experiential learning and mentoring. CEL has over 1,400 graduates whose businesses employ over 22,000 employees in Western New York.

Originally presented on Wednesday, May 9, 2018.