Customer Focused Organization

Customer Focused Organization

This workshop, based on the book ‘Quality Values’ by Dr. Kenneth Brodeur Ph.D., represents a comprehensive examination of the foundations of customer satisfaction. Several years of research by the author, correlating nearly two million responses to satisfaction surveys of all kinds, have yielded powerful new insights and a new scientific approach to Customer Satisfaction. The author has identified the top ten statistical predictors of creating satisfaction in any customer-supplier relationship, and has developed a numeric relationship between satisfaction and return and recommend behavior.

An important principle behind the Quality Values is that all relationships are customer-supplier, and that everyone in a company personally experiences customer satisfaction issues. Management relates to its employees as internal customers, and must be just as focused on customer satisfaction as the front line customer service employees.

This foundational approach is easy to understand and measure, and immediately resonates with everyone. The workshop helps to develop a more complete awareness of satisfaction issues and how they relate to every industry, product or service.

About the Workshop

The first step in the workshop process is to "take a snapshot" of where the group currently stands on customer satisfaction issues, and to target specific areas of strength and weakness. To do this, the participants will perform the Customer Satisfaction Assessment which focuses on customer satisfaction practices in all areas of business. The assessment includes full statistical analysis, recommendations and findings from QV. QV trainers will then work with the participants to develop a customized improvement and intervention plan.

The workshop will then focus on several topics, with special focus given to the areas identified in the Customer Satisfaction Assessment. The areas include:

• The Ten Quality Values and their application to any product line or service area
• How win-win relationships foster customer loyalty and how to measure and maximize the quality of those relationships with customers
• What Customers Really Want
• Scientifically measure, prioritize and weigh the satisfaction criteria most important to your customers
• How increased return and recommend rates translate into increases in market share and profitability
• Understand where your organization falls on the customer satisfaction behavior curve and what kind of customer loyalty you can expect now
• How to become a values-focused organization and how to become best in your class
• How to design ideal processes from the customer’s point of view
• How to choose your own suppliers more effectively