8:30 - 11:30 Workshop A: Getting the Most Out of Your Voice of the Customer Feedback: Applying Lean Six Sigma to Improve Customer-Facing Processes that Drive Real Growth

Many companies measure and report a customer satisfaction score or loyalty index. But, the ‘metric’ is just the introduction to the many stories your customers have to tell about their experience doing business with you. The real power is inside these stories and what you do with them to go from customers being merely ‘satisfied’ to becoming ‘active promoters’ of your brand. Once you’ve collected and analyzed the customer satisfaction or loyalty data, how do you determine the most meaningful priorities? How do you drive meaningful action? How do you create a discipline around delivering a ‘magnificent’ customer experience… from the front-lines to top leadership?

Participants will learn how to:

• Turn meaningful customer feedback (VOC) into actionable information for setting project priorities
• Implement Lean Six Sigma principles & tools to make improvements that will result in a magnificent customer experience
• Make improvements sustainable
• Establish an organizational discipline of continuous improvement

How you will benefit from the workshop:

• Make quantifiable connections between customer experience, resulting customer types and their impact on financial results
• Learn tools that connect functional roles in serving customers and create a picture of the customer experience
• Identify project that optimize resource deployment for the greatest payback
• Create more loyal, “promoting” customers, significantly impacting top line revenue growth and profitability
• Gain organizational buy-in for customer experience as a business priority and for project support
• Review real-world examples of how companies leverage LSS as a competitive advantage in customer experience

Workshop Leader:

Vivian Hairston Blade
President & CEO, Experts in Growth Leadership Consulting
LLC

12:00 - 3:00 Workshop B: Applying the Tools of Customer Value Management to Achieve Breakthroughs in Business Process Improvements

The most successful process improvements are those that add tangible value to customers across the entire customer experience. This means that the winner in any competitive environment will be the one that understands and delivers value better than anyone else. The challenge for the business person lies in understanding what those key benefits (Critical-to-Quality factors, or CTQs) are, how their business is performing on those CTQs, and then addressing the value performance gaps that are having the greatest impact on the total customer experience.

A recent study by IQPC and MVS (Market Value Solutions) revealed that one of the biggest challenges facing process improvement practitioners is an inability to use VOC information to increase market share and revenues. This workshop will demonstrate how the metrics of customer value address each of those issues, and how to use the tools of customer value management to achieve real breakthroughs in your business process improvements.

Participants will learn how to:

• Convert VOC data into models of market value to identify CTQs from a customer perspective
• Identify value performance gaps to be leveraged or fixed
• Link CTQs to the process, product, and people changes required for a competitive value advantage
• Align LSS projects to competitive marketing strategies

How you will benefit from the workshop:

• Be able to identify VOC priorities
• Understand the importance of moving from VOC to VOM (Voice of the Market)
• Ability to identify and prioritize those factors that add the most value from the customer’s perspective: “Critical-to-Quality factors” (CTQs)
• Ability to identify competitive value performance gaps in terms of CTQs from a market perspective
• Ability to leverage strengths or remedy weaknesses for a sustainable competitive value advantage

Results Experienced by User Companies:

• Doubled market share and increased bottom line by 5X within 1 year
• Grew from $250 million to $2.7 billion within 8 years
• Reduced churn from 50% to 23% in 2 years

Workshop Leader:

Reginald W. Goepke
Principal
Market Value Solutions

3:30 - 6:30 Workshop C: Getting the most out of your Voice of the Customer feedback: Applying Lean Six Sigma to Improve Customer-Facing Processes that Drive Real Growth

Many companies measure and report a customer satisfaction score or loyalty index. But, the ‘metric’ is just the introduction to the many stories your customers have to tell about their experience doing business with you. The real power is inside these stories and what you do with them to go from customers being merely ‘satisfied’ to becoming ‘active promoters’ of your brand. Once you’ve collected and analyzed the customer satisfaction or loyalty data, how do you determine the most meaningful priorities? How do you drive meaningful action? How do you create a discipline around delivering a ‘magnificent’ customer experience… from the front-lines to top leadership?

Participants will learn how to:

• Turn meaningful customer feedback (VOC) into actionable information for setting project priorities
• Implement Lean Six Sigma principles & tools to make improvements that will result in a magnificent customer experience
• Make improvements sustainable
• Establish an organizational discipline of continuous improvement

How you will benefit from the workshop:

• Make quantifiable connections between customer experience, resulting customer types and their impact on financial results
• Learn tools that connect functional roles in serving customers and create a picture of the customer experience
• Identify project that optimize resource deployment for the greatest payback
• Create more loyal, “promoting” customers, significantly impacting top line revenue growth and profitability
• Gain organizational buy-in for customer experience as a business priority and for project support
• Review real-world examples of how companies leverage LSS as a competitive advantage in customer experience

About Your Workshop Leader:

Vivian Hairston Blade
President & CEO, Experts in Growth Leadership Consulting
LLC