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Selling Quality and Service to the CFO Based on Revenue and Word of Mouth Impact

John Goodman, Vice Chairman, CCMC, Alexandria, VA, USA

Keywords: Business Case for Service, Proactive, Preventive Customer Experience, Unified Voice of the Customer with Impact

Industry: Customer Service

Level: Intermediate

ABSTRACT

CCMC's 2016 National Rage Study showed that customers' greatest problems are with technology and the greatest point of pain is wasted time and inconvenience. Further neither business nor consumers often complain due to hopelessness and fear of retribution. However, the damage to revenue, margins and word of mouth is huge. This session will show quality analysts how to quantify these impacts in a manner the CFO and CMO will accept, thereby justifying increased investment in quality and proactive, preventive service. Case studies will be provided from financial services, cellular phones and truck leasing as well as companies like Chick-Fil-A, FedEx,Tokyo Electric Power and Harley Davidson.

You will leave this session able to:

1.           Understand your consumer and business customer expectations and behavior

2.           Understand how to identify key points of pain and cheap delighters at a granular level including how much of the dissatisfaction is not voiced

3.           Quantify the payoff of addressing these issues via process improvement, prevention or aggressive service in a manner that the CFO and CMO will accept

a.                How to go beyond the annual do-you-love-us-survey to create an actionable Voice of the Customer process that does not frustrate customers and staff

b.                How to move from firefighting to proactive preventive service that is engaging when appropriate

A checklist to both evaluate your current VOC/service process and take immediate, doable preventive actions starting next Monday.

Proposal Submission Deadline:
October 11, 2019

Acceptance notification date:
November 11, 2019

Early Registration Deadline:
February 11, 2020

Please make sure to review and prepare the material needed before you start the on-line Proposal Submission Form. Click here to see Proposal Submission Guidelines.

Who May Submit: This online form may be used by a principal speaker, co-speaker, contact person, or a committee member submitting on behalf of a speaker.

Multiple Proposals: You may submit multiple proposals.

Conference Registration Fee:
The conference registration fee is waived for the principal speaker of accepted proposals. Speakers are responsible for their travel expenses and arrangements. Co-speakers will receive a 30% discount for the conference that they are presenting at.

Length of Presentations: Technical sessions are typically 35 minutes. There will be a limited number of "double" sessions, 70 minutes, at the end of each day.

Call for Proposals

You will need the following to submit a proposal

Proposal Title: Maximum 80 characters including spaces. 

Keywords:Please include three keywords with a maximum of 100 characters, including spaces. 

Industry Sector: Please select the most relevant Industry sector for the proposal from a list.

Abstract: The Abstract should be 1,500 to 5,000 characters (note that it is Characters, NOT words), including spaces.

Biography: The Biography must be 1,500 to 5,000 characters, including spaces.

Public Profile: LinkedIn or Public Profile for link for the Principal Speaker: 

Speaker's Photo (optional)

Sample Video (optional)

Government Organizations




Corporations

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