Five Critical Insights into Customer Engagement

Presenter: Marilyn Monda, CEO, MA, MBB, Monda Consulting, San Diego, CA, USA

Keywords: Customer, Customer Engagement, Customer Journey Map

Industry: Customer Service, Manufacturing, Service

Level: Basic


ABSTRACT

To succeed in quality, we must face the challenge of truly understanding our customers — what they want, when they want it, and how. Customers have more choices than ever. They have louder voices, but are you hearing them speak? If you want to learn about the customer engagement landscape, the why, the tools, and better understand the customer journey map, this session is for you.

The competitive advantage that exploring and exploiting customer engagement provides is significant and can be summarized by five critical insights, namely ;

1. Why the customer is the key to process excellence (when you can and can’t use the customer as a source of information)

2. Customer engagement is more than just marketing (but marketing tools can really help)

3. You already know how to do some of this stuff (a review of customer quality tools)

4. Customer Journey Mapping can finally link the customer to your process (Why the process is, as always, the key to quality, productivity and competitive advantage), and

5. Successful measurement of customer engagement (hint- this is not about measuring process outputs).


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Conference Chair's Message 

Joel Smith

Continuous Improvement is not just something a Lean Six Sigma (LSS) practitioner leads their organization in practicing, but is also a core competency of their professional makeup. That is why more and more innovative and leading companies are looking for leaders that use the LSS way of thinking in everything they do within their organization.

In this era of data science and machine learning, the ability to connect the dots for end to end solutions across the boundaries of people, process and systems is the key to success. This year’s conference is focused on making sure we are “continuing” our journey as practitioners. Whatever your level of experience, you will learn new concepts, new perspectives and network with the best in the industry.