|
Successful service quality and customer
satisfaction strategies begin with a leadership
team with the vision to ask – and the
commitment to act.
Executive Briefing Workshops include an
overview of the business rationale and potential
impact from understanding and aggressively
seizing opportunities to increase customer
retention and positive Word of Mouth. A
preview of the customer satisfaction
measurement and management process clarifies
the role of leadership and management in a
customer-driven business.
Key managers then
participate in a consensus discussion of: target
customers, the most effective methods to access respective segments,
the scope of products and/or
services to be included in the survey and
measurement process – and preliminary timelines for actionable
results. Recommended
workshop timing is 2-3 hours but may be
adjusted, as needed.
|
