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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 1-844-384-4744
Pre Recorded Webinar
60 minutes
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
About Our Speaker(s)

Duke Okes | Root Cause Analysis SpeakerDuke Okes FASQ, CMQ/OE
Duke Okes has consulted with organizations for over 30 years, primarily in the areas of implementation of quality management principles, systems and techniques. He holds degrees in technology, business and education and is a graduate of a program for Organization and Human Resource Development and the International Pro... More info

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    Event Title: Customer Experience Management: The New Imperative For Customer Satisfaction
    Presenter(s): Duke Okes, FASQ, CMQ/OE

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