Every interaction that each of your customers has with your organization creates an opportunity for your customers to have positive or negative emotions.
Positive customer experiences should be the goal of your and all organizations. And these
positive experiences result in part from satisfying three primary needs. But, as you know, shaping
positive customer experiences is complex – let me illustrate it with a personal experience.
Agenda
Faculty
Pete Tosh
The Focus Group
- Founder of The Focus Group, a management consulting firm that assists organizations in sustaining their profitable growth through enhanced Customer Loyalty
- Frequently creates and facilitates leadership development programs for organizations such as: the American Management Association, the Georgia Employers’ Association, Community Bankers Association, etc.
- Co-wrote Leading Your Organization to the Next Level
- Clients include manufacturing and service organizations across the U.S., Canada, Caribbean, Europe and the Middle East such as Exxon, Brink’s, EMC, State Farm Insurance, Marriott, N.C.I., Cracker Barrel, Seagram and YKK
- Prior to founding The Focus Group, he had extensive experience at the plant, divisional, and corporate levels — in the Human Resource and Customer Satisfaction fields to include the V.P. of H.R. and Quality
- B.A. degree in psychology, Emory & Henry College; master’s Degrees in both business administration and industrial psychology, Virginia Commonwealth University
- Can be contacted at 478-746-6891 or [email protected]
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