Engage all parts of your organization in meeting customer expectations

Attendees: executives and managers in marketing, sales, customer service, quality

Duration: 3 hours, pending customized exercises and the organization’s specific needs

Overview:

• Get full mileage from customer surveys and customer data by identifying actionable data for EACH group in your organization, engaging them in action plans for improvement and for leverage
• Create a metrics dashboard to monitor organization-wide progress and to predict upcoming survey results
• Establish well-balanced incentive programs to reward customer-focused results
• Communicate progress to close the loop with customer survey participants
• Integrate customer-driven thinking in the organization’s culture

Approach:

• Begin with worksheets to prepare each phase of the program
• Role-play facilitator aspects of the program roll-out
• Learn best-known methods as well as foundational principles behind this methodology
• Use case studies to contrast successful and unsuccessful planning and execution
• Set up phases for immediate implementation

Deliverables:

• Worksheet templates for survey data distribution, action plans, dashboards, incentives
• and communications
• Customized procedures for development and implementation of each phase of the methodology
• Tips for communication, leadership, and change management

Measurable Results: compare baseline and ongoing data for follow-through on survey issues; number of improvement programs underway; repeat participation of customers in survey efforts; employee attitudes toward the voice of the customer; executive visibility of improvement efforts; intervention of execution roadblocks; survey ratings improvement

About the Instructor: Lynn Hunsaker founded ClearAction to help organizations “Act on clear insights!” about their customers. A veteran high tech marketer and university instructor, Lynn is an AMA Certified Professional Marketer, ASQ Certified Quality Manager, and Qualified MBTI® Practitioner. She earned her MBA with concentrations in international marketing and finance from Vanderbilt University.

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