Having highly satisfied — highly engaged customers — doesn’t happen by accident. It is the result of well-designed processes, deliberate practice and reinforcement, and consistent performance over time. And it’s important for any organization — manufacturers, service businesses, healthcare systems, educational institutions, social service and governmental agencies — because, quite simply, customers (or stakeholders) are the reason an organization exists.
The Performance Excellence Network is pleased to invite a special facilitated peer-to-peer discussion at our Nov 20 TPPEN breakfast discussion: “It’s All About the Customer: Insights to Drive Satisfaction.” There is no speaker this month, but we will engage in a deliberate discussion to uncover and explore best practices in developing strong customer relationships, delivering consistent service, and achieving high levels of customer satisfaction.
The discussion will consist of three consecutive topics, in which attendees will share and learn practices for better focusing on their (internal or external) customers:
- Methods of systematically listening and learning customer expectations (how to really discover the “voice of the customer”)
- Ways to build strong customer relationships, including providing customer access, managing and enhancing brand, managing complaints and service recovery, following up and building relationships over time
- Metrics that help organizations gauge their customers’ experience, satisfaction, and engagement levels.
The discussion will focus both on internal and external customers, and participants are expected to come from marketing, sales, customer service, quality and improvement, front line, and leadership at all levels. You’ll leave with a handful of solid ideas that you can implement immediately to better serve your customers.
The discussion will be hosted by the St. Louis County Heritage Center (the Duluth Depot). Continental breakfast will be served from 7:00 to 7:30 with the discussion from 7:30 to 8:30 am. No cost for members; $20 for non-members.
