Most organizations invest in measuring customer experience and satisfaction with an expectation that the insights derived from such measurement will lead to product and service improvements, and better customer experiences. Unfortunately, a prevalent practice in far too many of these organizations is simply to hand customer feedback to managers with instructions to “use the results to take action.” The consequences? Quite often, no action is taken and the anticipated improvements in customer experience fail to materialize.

It doesn’t have to be this way.

Webcast
Wednesday, August 25th, 2010 10:00 AM Pacific Daylight Time
Click here to register for this event.

Join the AMA and Maritz Research’s Customer Experience and Loyalty expert, D. Randall Brandt, Ph.D. for an informative Webcast as Brandt presents a five-step action plan for driving customer experience measurement results through the organization. The process has been proven to help companies overcome key impediments to customer-driving action planning and implementation.

Attend the Webcast and learn how to:

• Identify action item owners
• Ensure action owners understand customer’s wants
• Develop strategies for pinpointing and fixing the “right things”

[Photo above by LaMenta3 / CC BY-ND 2.0]

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