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Customer Experience Management: The New Imperative For Customer Satisfaction (MFG876H)

Presented by: Duke Okes, FASQ, CMQ/OE
 
(*) Single User Price. For multiple users please call 1-800-223-8720
Live Webinar
60 minutes
1  Day Left
Event Description

Utilizing Customer Experience (CX) Management for Positive Customer Outcomes

The perspective on what it takes to achieve customer satisfaction has shifted significantly over the past 30 years, and customer experience (CX) management is the latest incantation. It has been widely applied in some B2C markets for some time, but has also become recognized as critical to B2B relationships.

CX emphasizes that how a supplier of products or services is perceived goes far beyond how well the product or service meets requirements. Every interaction between the two organizations or their agents, whether human or electronic, provides an opportunity for creating an impression that will influence future decisions. Organizations then need to identify those touchpoints and the impacts they are having throughout the customer journey.

If there are opportunities for your customers to find another supplier for what your organization offers, CX is a critical perspective that should be adopted. The perceptions customers gain of your organization based on what are seemingly mundane interactions often significantly influence whether or not they will remain your customer.

This webinar with expert speaker Duke Okes, FASQ, CMQ/OE, will provide a review of how you can begin identifying the customer journeys, interactions and expectations your organization should focus on, in order to ensure those perceptions are positive.

Session Highlights

  • The need for real feedback, versus just survey data
  • Factors that create barriers or success
  • How to get employees engaged
  • How to analyze customer journeys to identify the greatest opportunities
  • Why transparency is such a critical component
  • Why organizations often don’t think about it
  • Metrics for monitoring progress towards improved net promoter score (NPS)

Who should attend

  • Site Supervisor
  • Director Continuous Improvement
  • HR Manager
  • Purchasing Manager
  • VP of Operations
  • QA Manager/ Director
  • Project Manager
  • Production Manager
  • Buyer
  • CEO/President
  • Business Owner

At the Q&A session following the live event, ask a question and get a direct response from our expert speaker.

About Our Speaker(s)

Duke Okes | Root Cause Analysis SpeakerDuke Okes FASQ, CMQ/OE
Duke Okes (FASQ, CMQ/OE) has been in private practice for more than 30 years, helping organizations implement processes for better control and improvement of their operations. He has worked with a wide range of organizations, including manufacturing and healthcare industries as well as financial and government services... More info

 
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    Subject: You might be interested in this event from AudioSolutionz
    Event Title: Customer Experience Management: The New Imperative For Customer Satisfaction
    Presenter(s): Duke Okes, FASQ, CMQ/OE

 
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