Success in challenging times is more dependent than ever on understanding and delivering what customers want.
Leaders agree that customer satisfaction and excellent service are keys to enterprise success. But ask any 10 employees what service means or who the customer is. You will witness chaos and confusion. If you prefer consensus, this on-demand webinar is for you. Get agreement on these basics and your goals for understanding, measuring and satisfying customers are suddenly simplified and magic happens. Everyone knows there is no such thing as the customer, so there must be more than one voice to listen to. The voices are unlikely to be in harmony, what they say is often different than what they want and others are likely to hold you accountable for figuring all this out. Lucky for you, this webinar solves voice-of-customer problems with amazing clarity, in a simple, entertaining and robust manner not addressed elsewhere. The advanced but easy-to-apply concepts and tools are particularly well-suited to those engaged in knowledge and service work. Your top-rated presenter and writer, Robin Lawton, uses humor, practical word formulas and new tools to create new insights into the unspoken minds of your customers.
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Why Lorman?
Over 37 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.
Agenda
The Practices Most Often Used to Understand Customers
Why Surveys Fail and the Essential Keys to Success
The Four Dimensions of Excellence Customers Want Satisfied
The Specific Steps to Uncover Customer Priorities
Word Formulas You Didn't Learn in School, as Powerful as Mathematical Equations
How to Distinguish Performance, Perception and Outcome Expectations, and Why It Matters
How to Define Service and Knowledge Work as Concrete, Tangible and Measurable
The Three Roles a Customer Can Play, and Which Tends to Have Most Power
Cases of How This Methodology Has Resulted in Better Than 20-to-1 ROI
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Why Lorman?
Over 37 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.
Credits
OnDemand Course
This course was last revised on October 22, 2013.
Call 1-866-352-9540 for further credit information.
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Why Lorman?
Over 37 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.
Faculty
Robin Lawton
International Management Technologies, Inc.
- President of International Management Technologies, Inc. (IMT)
- A best-selling writer and internationally recognized expert in creating rapid strategic alignment between enterprise objectives and customer priorities
- More than 30 years experience directing both strategic and operational improvement initiatives
- Regularly rated best speaker and was ranked #1 of 88 speakers by an international organization in 2007
- Featured presenter at international and domestic conferences
- His powerful but easy-to-understand principles and tools are outlined in his first book, Creating a Customer-Centered Culture: Leadership in Quality, Innovation and Speed (5-star rated at Amazon), see www.imtC3.com
- Can be contacted at 941-907-0666, [email protected] or www.imtC3.com
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Why Lorman?
Over 37 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.
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