Learn the importance of using customer satisfaction surveys to measure and improve service quality.
The importance of understanding your customers' needs and expectations cannot be overstated. This knowledge should be the cornerstone on which an organization determines its overall direction and strategic business plan.
Customer feedback can be utilized to:
• Identify the changes needed to provide customers greater value and positive experiences – while strengthening relationships
• Determine your customers' perceptions of your organization's current performance - including a comparison to your key competitors
• Provide direction and standards of performance to your employees
• And drive enhanced profits and growth.
But designing and conducting an effective customer satisfaction survey involves a series of specific initiatives. This topic will arm you with those best practices.
Agenda
Faculty
Pete Tosh
The Focus Group
- Founder of The Focus Group, a management consulting firm that assists organizations in sustaining their profitable growth through enhanced Customer Loyalty
- Frequently creates and facilitates leadership development programs for organizations such as: the American Management Association, the Georgia Employers’ Association, Community Bankers Association, etc.
- Co-wrote Leading Your Organization to the Next Level
- Clients include manufacturing and service organizations across the U.S., Canada, Caribbean, Europe and the Middle East such as Exxon, Brink’s, EMC, State Farm Insurance, Marriott, N.C.I., Cracker Barrel, Seagram and YKK
- Prior to founding The Focus Group he had extensive experience — at the plant, divisional, and corporate levels — in the Human Resource and Customer Satisfaction fields to include the V.P. of H.R. and Quality
- B.A. degree in psychology, Emory & Henry College; Master’s degrees in both business administration and industrial psychology, Virginia Commonwealth University
- Can be contacted at 478-746-6891 or [email protected]
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