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Uncover, Translate, Balance, Measure, Deliver, and Satisfy the Voices of Customers

Presenter: Robin Lawton, Leadership Strategist, C3 Excellence, Inc., Sarasota, FL, USA

Keywords: Voice of the Customer, Customer Experience, Measuring Satisfaction

Industry: Government, Manufacturing, Service

Level: Intermediate

ABSTRACT 

This jargon-free session is for the executive, change agent, innovation leader or Lean Six Sigma MBB impatient for raving fans. It will not advocate what many practitioners think you need such as another satisfaction survey jammed down customer throats. Furthermore, the business can do without complex and esoteric approaches such as QFD, which take forever to complete and a PhD to understand. Your challenge as a 21st century satisfaction leader is to transcend such tried-and-failed practices of the past.

Outstanding success is based on having an unambiguous way to avoid asking the wrong questions of the wrong people so you can drive improvement and design in high-ROI areas. This session shows you how to do that, applying a new VOC system of such unexpected simplicity, speed, common sense and powerful results that you’ll wonder why you didn’t implement such a process previously.

Attend this thought-leading, interactive and entertaining session by one of ASQ’s top-rated presenters and authors to leave with (a) application-friendly tools and (b) answers to essential questions including:

• How do you connect strategic core values related to customer focus with daily practice?

• What are the ten most common reasons surveys fail?

• What is the #1 customer priority that is rarely articulated?

• Who is “the customer” in every context? (It’s not who you think).

• What are the three (3) questions or “word formulas” that always reveal what customers want, even when they couldn’t otherwise tell you?

• Which customers should you satisfy first, especially when they compete?

• How do you measure squishy characteristics such as ease-of-use?

• How can you connect VOC to innovation and product/service design?

• What are the four (4) most important tools leaders and practitioners must use to achieve optimum satisfaction with high ROI?          

Participating Organizations at the ISO 9000 World Conference

Government Agencies

Department of Commerce
Department of Defense
Department of Energy
Department of Health & Human Svcs.
Department of Homeland Security
Department of Justice
Department of State
Department of the Treasury
Department of Transportation
Department of Veterans Affairs

Environmental Protection Agency
NASA
Naval Surface Warfare Center
Pentagon
U.S. Air Force
U.S. Army
U.S. Marine Corps
U.S. Navy
U.S. Veterans Affairs
United States Army Corps of Engineers

Corporations

AIG
Alcoa
AT&T
Bank of America Corp
BASF Corporation
Bayer Corporation
BMW
The Boeing Company
Bose Corporation
Bristol-Myers Squibb
Campbell Soup Company
Cardinal Health
Caterpillar
Chrysler Corporation
Chevron
Cisco Systems
Coca-Cola
Comcast
Daimler Chrysler
Disney
Dow Chemical

Dr Pepper 
Duracell
Dupont
Eastman Kodak
Facebook
Google
Exxon Mobil
Fedex
Ford Motor
General Electric 
General Motors
Gillette
Goodyear Tire
He
wlett Packard
Honeywell
Humana
IBM
Johnson & Johnson
Kohler
Lockheed Martin
Macy’s
M&M/Mars

ManpowerGroup
Maytag Appliances
Mercedes
Merck
Mitsubishi
Mobil Chemical
Motorola
NASA
Nestle 
Northrop Grumman
PepsiCo
Philip Morris International
PNC Financial Services Group
Pfizer
Pratt & Whitney
Procter & Gamble
Prudential
Raytheon
Rolls Royce Allison
Target

Schindler Elevator Corporation
Schneider Electric
Shell
Siemens
Southwest Airlines
Staples
Tesla
Tiffany & Co.
Qualcomm
Underwriter Laboratories
UnitedHealth Group
United Technologies
Union Pacific
UPS
USAA
Verizon
Walmart
Wells Fargo
Westinghouse
Whirlpool
Xerox

CONTACT US

Tel:  1 (408) 894-9910 or 1(800) 875-1960
Fax: 1 (866) 500-9081
Email: info@iso9000conference.com



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