Co-sponsored by: ASQ 509 SW SIG

Using Non-Traditional Voice of the Customer Techniques to Measure and Manage the Customer Experience

Presented by Mr. John Goodman, Vice Chairman of Customer Care Measurement and Consulting (CCMC)

Tuesday August 23, 2016

6:30  – 7:00 PM – Networking & Pizza

7:00 – 8:00 PM – Program

There is no cost to attend at Fairfax or Silver Spring

The world is tired of the annual “Do you love us?” survey as well as the transaction survey.  At the same time, CCMC’s 2015 National Rage Study showed that more than 20 percent of consumers failed to complain, even once, about their most serious problem over the last year.  For less serious product and service issues only 3-30 percent of customers complain anywhere (depending on the issue and product). Surprisingly, this failure to complain is often more pronounced in Business to Business (B2B) or governmental market environments than in consumer markets.  No news is NOT good news! 

•          What are some innovative ways of getting actionable customer feedback?
•          How do you use the feedback to get the Finance and Operations executives to allocate funds to quality improvement? 

This presentation by John Goodman, who has worked with 45 of the Fortune 100 and over a dozen State and Federal government agencies, will discuss three of the most interesting non-traditional approaches that instigate action.

Mr. John Goodman is Vice Chairman of Customer Care Measurement and Consulting (CCMC).  CCMC’s customer satisfaction and loyalty surveys and analytics have been used by over 40 of the Fortune 100 companies to produce a better ROI from their investments in customer experience.   John has managed more than 1,000 separate customer service and customer experience studies, including:

•          White House sponsored evaluation of complaint handling practices and
•          Studies of word of mouth and consumer education sponsored by Coca-Cola USA.

He originated the well-known lessons, “it costs five times as much to win a new customer as to keep an existing one” and “twice as many people hear about a bad experience as a good one”. 

The American Management Association published his second book, Customer Experience 3.0, in August, 2014.  He has published eight articles in Quality Progress and has spoken on quantity and customer experience in 14 countries around the world.

Agenda:

Tuesday August 23, 2016

6:30  – 7:00 PM – Networking & Pizza

7:00 – 8:00 PM – Program

Location:
Bldg: George Mason University – Mason Enterprise Center-Fairfax
4031 University Drive
Fairfax, Virginia
22030