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Compliers, Begrudgers, and Toddlers – Oh My!

Dr. Cynthia J. Young, Founder/CEO, CJ Young Consulting, LLC, Chesapeake, VA, USA

Keywords: Knowledge Management, Customer Experience, Organizational Culture

Industry: All

Level: Intermediate

Abstract

What is the best way to retain your customers? (Hint: There is no one best way, but if you consider how they respond to being included in the work, you are on your way!) Return on investment is more than just how much money is spent on a project or how quickly a job can be completed. Sometimes, it just comes down to positive customer engagement and whether they want to work with you again because your reputation does matter.

When you work with customers, each customer has their own challenges and their own priorities no matter what you have been hired to do for them. When you work with them, you are also looking to make them want to hire you again to keep the funds flowing in your direction. In this session, I will share with you three types of customers (or avatars) that I call compliers, begrudgers, and toddlers. Each of these customers can have a negative impact on your future work if you do not consider their attitudes and work habits as you begin to work with them. It’s not just about doing what they are paying your organization to accomplish, but also includes how you are including them in the process and considering how your work processes are affecting them on a personal level.

In this session, we will examine the integration of knowledge management practices into your organizational knowledge processes and culture to improve the customer experiences of compliers, begrudgers, and toddlers. We will also discuss the challenges associated with working with each customer avatar and how you can win them over to want to work with you again and sing your praises to other potential customers because even if you can’t change your customers, you can adjust the relationships. Finally, I will share with you six practices to use organizational knowledge to support your customers to support your customer retention.


JUST A FEW OF THE LEAN SIX SIGMA WORLD CONFERENCE PARTICIPANTS

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