Without a customer, you have no business.  So understanding their needs and then delivering products, services, and programs to meet or exceed those needs is critical to any organization’s success.
 

The Performance Excellence Network is pleased to welcome Margie Kissner, director of quality and customer experience at Portico Benefit Services, to our October 10 St. Paul PEN breakfast discussion: “Creating a Customer-Centric Culture using Voice of the Customer Approaches.”

Margie will share how Portico:

• Uses customer listening approaches to obtain actionable information
• Understands needs of potential as well as current customers
• Determines satisfaction, dissatisfaction and engagement and what Portico does with the resulting data
• Determines customer segments
• Drives for action and customer intimacy.

The discussion is at Metro State University in the Student Center (details provided at registration). Continental breakfast will be served from 7:30 to 8:00 with the presentation from 8:00 to 9:30 am. No cost for members; $30 for non-members.

Livestreaming (free) and video-on-demand ($20 for members) are now also available (discounted annual subscriptions are available and Premium/Sponsoring Members are free).

To register to attend in person or view livestream or on-demand: