January Professional Development Dinner Meeting

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Keynote Speaker: John A. Goodman

Vice Chairman, CCMC, Customer Care Measurement & Consulting

Moving from Tactical Quality to Strategic Customer Experience

The Quality function tends to be focused on internal operational processes when the potential impact on Customer Experience (CE) is ten times as large. Mr. Goodman will introduce the concepts from his new book, Customer Experience 3.0 (Forward written by Toyota) that suggests how quality managers and broaden their purview and gain support from the CFO and CMO to become the director of CE or Chief Customer Officer. One of the most important concepts is that of “Psychic Pizza”, that is, anticipating and delivering service and information before the customer asks.

The presentation will cover:

· Customer behavior and expectations for both consumers and B2B customers

· How to measure the customer experience and quantify the revenue implications in a manner the CFO and CMO will accept

· How technology can enhance the customer experience and how quality can work effectively with IT, marketing and service to become the guide to CE

· How to move out of fire-fighting into a proactive, preventive mode of service

· Case studies from technology, medical devices, B2B, consumer durables and financial service

Participants will learn how to:

· Identify opportunities for becoming proactive and preventive

· How to leverage technology to anticipate customer needs and reduce service costs

·  How to quantify the revenue, word of mouth impact of better CE as well as the cost reduction opportunities

Customer_Experience_3-0.pnghttp://www.amazon.com/Customer-Experience-3-0-High-Profit-Strategies/dp/081443388X/

This book covers how technology facilitates both a better customer experience and connection while reducing cost and enhancing the Voice of the Customer.  I have worked with oil and chemical companies as well as with Vopak over in Deere Park and might be able to get them to present with me.

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Pre-Dinner (Tutorial) Speaker: John Diiorio

Magic Numbers in the QC Arena 1-15 (presented like Family Feud)

The QC arena has many magic numbers that represent books, systems, principles, standards, and processes.  Attend and participate in the tutorial and win a book or tape from Mr. DiIorio’s extensive quality book collections.  More than 15 prizes will be given based on ‘Family Feud” with “And the Survey Says!”

Schedule:

5:00 - 7:00pm Registration

5:30 - 6:30pm Pre-dinner Presentation

6:30 - 7:00pm Dinner

7:00 - 7:15pm Announcements

7:15 - 8:30pm Keynote Dinner Presentation

  

Dinner Menu: 

Entrée 1: Grilled Chicken

Entrée 2: Pan Grilled Tilapia

Entrée 3: Cheese Enchiladas 

Sides:

Roasted Mixed Vegetables

Rosemary Roasted Potatoes 

Wheat Rolls 

Dessert:

Assorted Cookies

 

Coffee

Iced-tea

Bottled Water

 

 

 

As Always, our monthly professional development dinner meetings are open to the public. There is no requirement to be an ASQ member to purchase a meal to attend. Online registration closes on Tuesday at 11:45am. If you choose to purchase a meal at the event, the price will be $25 and food choices may be limited. 

 

Speaker John Goodman
Mr. Goodman is Vice Chairman of Customer Care Measurement and Consulting (CCMC).  CCMC’s customer satisfaction and loyalty surveys and analytics are used by leading Fortune 500 companies to produce a better ROI from their investments in customer experience.   John has managed more than 1,000 separate customer service studies, including the White ...

Mr. Goodman is Vice Chairman of Customer Care Measurement and Consulting (CCMC).  CCMC’s customer satisfaction and loyalty surveys and analytics are used by leading Fortune 500 companies to produce a better ROI from their investments in customer experience.   John has managed more than 1,000 separate customer service studies, including the White House sponsored evaluation of complaint handling practices and studies of word of mouth and consumer education sponsored by Coca-Cola USA.


The American Management Association published his book, “Strategic Customer Service”, in May, 2009.  His new book, Customer Experience 3.0, will be published in August, 2014.

Full Description
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Organizer Forrest Rattray

When?

Thu, Jan. 15, 2015
5:30 p.m. - 8:30 p.m.
(GMT-0500) US/Central

Event has ended

Where?

United Way of Greater Houston
50 Waugh Drive
Houston, TX - Texas 77007
United States