Managing customer feedback involves all the activities associated with collecting, analyzing and acting on the feedback provided by the customer. The customer feedback process drives improvement and is of great strategic importance.
Objectives
The 10th of October, service leaders from several companies and nationalities will meet to discuss what is best of class in managing customer feedback and share their insights and experience.
Confirmed speakers are:
Steve Barker, European Customer Loyalty Manager, Canon Europe.
Christian Mussmann, Strategic Analyst, Novell.
Steve Downton, Director, Downton Consulting
Hilbrand Rustema, Managing Director at Noventum Service Management Consultants
Agenda
A number of topics will be discussed:
Challenges in measuring customer satisfaction and loyalty in service
How to move from issue identification to action?
Compensation plans and performance reviews
The strategic relationship between high customer satisfaction scores and profitability
The role of senior management in Managing Customer Feedback Programs
The next step, moving from Customer Satisfaction to Customer Loyalty
Who should attend?
Participants will discuss challenges, share ideas, experience and Best Practices and return home with new insights on the subject. Companies and individuals that participate typically represent an broad range of industries, nationalities and backgrounds which enables a reach learning experience. The Roundtable discussions will be facilitated by subject matter experts that will ignite the discussion and reflect on the conclusions. The format is designed to be a fun leadership exercise and provides a unique chance to meet and discuss peers.
Date:
October 10, 2007
Time:
00:00
Location:
Soestduinen
Host:
Noventum Service Management Consultants, Soestduinen
