Webinar --- 18 Tips to Improve Your Customer Listening (more information)


Enrollment Closed

Event Details

Description:
Martha Brooke will be giving a presentation/workshop on tips how to improve your customer’s listening and enhancing your surveys gaining optimum responses and participation. Please join us for a great leaning opportunity Thursday evening.

Date Information

Comments:

0.5 RU
 
Hotel 116
Coast Bellevue Hotel
625 116th Ave. NE
Bellevue, WA 98004
(425) 455-9444
 
Presentation 7:00 p.m.
Adjourn 8:00 p.m.

Contact: Fred Cramer

Please note: Webinar information will be emailed to registered participants the evening before the event.

ASQ is no longer accepting cash or checks for pre-registration or on-site for its events. This change is associated with the Society’s transformation project and is intended to improve effectiveness and efficiency by eliminating non-value-added handling costs. The Seattle Geographical Community appreciates your support with this change; we are proud that we were selected to pilot this new process. Less than 10% of our members have been paying for events with cash or checks, so we ask you to help us demonstrate that the Seattle-area ASQ members are willing to accept change that benefits ASQ operations. If you have any questions, please contact Debbie Hopen at debhopen@nventure.com.

18 Tips to Improve Your Customer Listening

Could your survey be tuning customers out? It’s practically a given that every company will issue a customer satisfaction survey. But it’s not a given that every survey will improve customer satisfaction—or even uncover gaps and opportunities. There is a better way.

In this workshop, participants see (using real cases and surveys) a few of the mistakes companies commonly make with their customer feedback programs. Then, we work in small groups to identify and resolve typical survey errors. Takeaways: 

  • Two tips to improve your feedback program immediately

  • A meaningful definition of CX to guide your customer listening program

  • Six steps to achieve standout customer survey success


Martha Brooke,
Chief CX Analyst & Founder
Interaction Metrics | Advanced Customer Listening


Martha.jpg

Martha Brooke is a Certified Customer Experience Professional (CCXP) and holds a Blackbelt in Six Sigma. To dramatically improve the Customer Experience, Martha founded Interaction Metrics in 2004. Martha and her team of analysts use customer listening methods including interviews, surveys and service evaluations to pinpoint gaps, friction points, and missed opportunities between companies and their customers.

Martha spurs dialogue about Customer Experience through her top-rated conference sessions and workshops. She also shares critical observations of customer surveys and customer service and through her blog which is syndicated by CustomerThink and other portals. In addition, she’s frequently interviewed on topics such as the pros and cons of Net Promoter Score for podcasts and panels around the world. Prior to Interaction Metrics, Martha worked for two dotcoms, Lucy.com and Food.com, where she drove improvements into the customer experience.

Some of the organizations Martha has addressed include: Project Management Institute (PMI), American Society of Plastic Surgeons (ASPS), HDI, The Score Conference, Customer Solutions Expo, American Marketing Association (AMA), NICSA at the Harvard Club, Operations Summit, Association of Support Professionals, and SOCAP International.

 


Date: Thursday June 13, 2019
Time: 7:00 pm - 8:00 pm


Enrollment opens: May 23, 2019

Enrollment closes: June 12, 2019


Pricing Information:

Previous price ending 06/12/2019 was $10.00