By the time you run a customer satisfaction survey,it’s already too late.You're looking in the rear-view mirror. Dissatisfied customers have departed and told others not to bother. Even more importantly for your bottom line, a competitor offering something you do not will lure away those formerly “satisfied” customers.This does NOT have to be the scenario for your business.No matter what business you are in,you must be able to understand customers’ expectations, even when they cannot articulate them easily. This program provides you with strategies for discovering those elusive expectations and meeting them. Although we explore some simple tools and approaches to digging out what’s missing for customers, you can apply the principles to your existing market research efforts also. Once you integrate this into your ongoing strategic planning and execution, you have a recipe for improvement and innovation.
Adopt approaches that work and learn to:
In addition to an introduction to the basic customer-expectation tools, you will receive references to increase your knowledge and skills.
Rebecca Staton-Reinstein, Ph.D., and President of Advantage Leadership, Inc. works with leaders and their organizations to Increase your bottom-line results through strategic leadership, engaged employees, and delighted customers in all economic sectors. Draw on her proven ability to mentor you through major change, customizing successful solutions to your complex issues. For over 25 years, Rebecca has contributed value as an executive, manager, educator, and consultant, honored on four continents. She is a Ph.D. in organizational development, a National Speakers Association Legacy Professional Member, and St. Petersburg Engineering Academy Foreign Member and author of books on strategic leadership and planning.