Learn the importance of using customer satisfaction surveys to measure and improve service quality
Understanding your customers’ needs and expectations cannot be overstated. This knowledge should be the cornerstone of an organization’s overall direction and strategic business plan.
Customer feedback can be utilized to:
- Identify the changes needed to provide customers with greater value and positive experiences
- While strengthening relationships
- Determine your customers’ perceptions of your organization’s current performance
- Including a comparison to your key competitors
- Provide direction and standards of performance to your employees
- Drive enhanced profits and growth
However, designing and conducting an effective customer satisfaction survey involves a series of specific initiatives. This course will arm you with those best practices.
Agenda
Why Bother to Survey Your Customers?
- Capturing Your Customers’ Expectations: Their Definition of Value
- Creating Positive Customer Perceptions to Generate Customer Loyalty
- Utilizing Surveys to Increase Your Market Share, Profits and Shareholder Value
Determining Your Customer Survey Objectives
- Who Will Use This Information?
- What Do the Users Plan to Accomplish With the Data?
- What Information Will Allow the Users to Achieve Their Objectives?
- Which Customer Segment(S) Will You Want to Survey?
Identifying the Product and Service Attributes Most Important to Your Customers
- Value = What Your Customers Get (Products, Services and Experiences) vs. What It Costs Them (Price and Effort)
- Utilizing In-Depth Interviews and Focus Groups to Determine What’s Most Important to Your Customers
- Letting Your Customers Tell You What to Survey
Selecting Your Best Survey Methodology
- Pros and Cons Associated With Each of Several Survey Methodologies
- Issues That Should Determine Which Survey Methodology You Use
Designing Your Survey Questionnaire
- Five Subsections of a Survey Questionnaire
- Steps in Designing a Customer Satisfaction Questionnaire
- Multiple Types of Available Questions
Developing Your Sampling Plan
- Factors to Use to Determine the Size of Your Sample
- Sampling Process Steps
Analyzing and Utilizing Your Customer Feedback
- Commonly Utilized Techniques for Analyzing Survey Results
- Creating an Action Plan to Make Your Organization Known for Doing Those Things Most Valued by Your Customers
Speakers
Pete Tosh,
The Focus GroupPete Tosh is Founder of The Focus Group, a management consulting and training firm that assists organizations in sustaining profitable growth through four core disciplines
Implementing Strategic HR Initiatives: Executive Search, Conducting HR Department Audits, Enhancing Recruiting, Interviewing & Selection Processes, Installing Performance Management Programs, Conducting Training Needs Assessments, Installing HR Metrics, etc. Maximizing Leadership Effectiveness: Facilitating Team Building Initiatives, Designing and Facilitating 360 Performance Assessments, Executive Coaching, Measuring and Enhancing Employee Engagement and Performance, etc.
Strategic Planning: Facilitating Strategic Planning Events, Establishing Succession Plans, Installing Business Performance Metrics, etc. Enhancing Customer Loyalty: Conducting Customer Satisfaction Surveys, Facilitating Customer Advisory Councils, Developing Standards of Performance and Scripts for Key Customer Touch Points, etc. The Focus Group has provided these consulting and training services to manufacturing and service organizations across the U.S., Canada, Europe and the Middle East. Pete has worked closely with the leadership teams of organizations such as Exxon, Brinks, EMC, State Farm, Marriott, N.C.I. YKK and Freddie Mac to
Align corporate organizational structures with their strategic initiatives - while insuring value creation for their customer bases Ascertain customers’ primary needs and perceptions of organizations’ performance relative to that of their competitors Develop and implement customer loyalty enhancement processes - based on specific customer feedback - that delivered sustainable advantages in the marketplace
Implement performance management programs, executive coaching, compensation systems and other HR processes to strategically direct and reward desired employee behavior Prior to founding his own firm 25 years ago, Pete had 15 years of experience -at the plant, divisional and corporate levels - in Human Resource and Quality functions. Pete held leadership positions - to include the V.P. of Human Resources and Quality - with Allied Signal, Imperial Chemical Industries, Reynolds Metals, Charter Medical and Access Integrated Networks.
Pete also frequently develops and facilitates a variety of leadership development programs including: Strategic Planning, Moving from an Operational Manager to a Strategic Leader, Strategic HR Management, The Fundamentals of Human Resource Management, Recruiting, Interviewing & Selection, Employment Law and Utilizing HR Metrics. Employees from over 3,000 organizations have benefited from Pete’s experience and perspective. Pete is co-author of Leading Your Organization to the Next Level: the Core Disciplines of Sustained Profitable Growth.
Pete holds a B.A. degree in Psychology from Emory and Henry College and Masters degrees in both Business Administration and Industrial Psychology from Virginia Commonwealth University
Who Should Attend
This webinar is designed for customer service managers and representatives, account managers, operations managers, technical and support representatives, and marketing and public relations managers.
