Every performance improvement methodology has mechanisms to focus on customer needs or customer satisfaction. Unfortunately, most traditional methods have one (or both) of two shortcomings:
The customer journey map is a tool that illustrates the customers’ expectations, experiences and feelings throughout their process. This outside-in perspective gives a much better view of the forces that shape customer expectations; how your people, processes and technology measure up to those expectations; and the emotional impact from each interaction with your organization. These impacts or “moments of truth” are what drive customer satisfaction, loyalty and business growth.
Date
Friday, June 15, 2018
Time
8:30 a.m. to 10:00 a.m.
Breakfast and Networking begins at 7:45 a.m.
Location
Eckerd College
Price
$25/Person
You will benefit most from this program if you are a
Date
Friday, June 15, 2018
Time
8:30 a.m. to 10:00 a.m.
Breakfast and Networking begins at 7:45 a.m.
Location
Eckerd College
Price
$25/Person
Amanda Dietz is the Vice President – Solution Integration and Customer Experience Practice Leader for Orion Development Group. She has more than 20 years of experience in operations management, strategy and business process improvement.
Prior to joining Orion, Ms. Dietz attained extensive quality and process experience in the corporate world, principally in the financial services sector. She served on the senior management teams at InTuition, Inc. and Florida Federal Savings Bank. In these roles, Ms. Dietz’s accomplishments included:
Ms. Dietz earned her B.S. in Finance from Indiana University and her M.B.A. in International Management from the University of South Florida.
Eckerd College and Orion Development Group will also offer two open-enrollment programs for executive management and organizational leaders that expand upon these principles and provide hands-on tools.
Learn more about our Customer Experience open-enrollment programs.
For the fourth year in a row, the Center for Creative Leadership (CCL®) ranked No. 4 overall in the 2017 Financial Times worldwide survey of executive education. CCL has earned a Top 10 ranking for 16 consecutive years and remains the only institution among 85 in the survey focused exclusively on leadership development.