Leadership Development Institute at Eckerd College (LDI) & Center for Creative Leadership (CCL)

Transformation is Not Just for “Customers”

Rethinking the Citizen, Patient and Student Experience

Presented in partnership with the Orion Development Group, a market-leader in Customer Experience and Business Process Management training, this 90-minute workshop offers participants insight on the value of taking a customer-centric approach in their own organizations.

Customer experience has been touted as the next competitive battlefield. For-profit businesses aren’t the only entities with “customers.” Depending upon who your organization serves, you may call them citizens, patients, members or students.

Regardless of what you call your customers, the experiences these people have when they interact with your organization have significant impact on your reputation, brand loyalty, fulfillment of mission/strategic objectives, and bottom line. Using dramatic case studies from Disney—as well as a hospital, university and municipal agency—this session will describe a process your leadership team can use to generate and strategically evaluate innovations to transform the end-to-end experience for your customers.

Breakfast Workshop

Date
Tuesday, May 1, 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

Transformation is Not Just for “Customers” explores how to

  • Build longer-term, mutually beneficial relationships
  • Assess how citizen/patient/member/student experience impacts strategic goals
  • Look at your business through the customer’s eyes
  • Understand the forces that shape expectations
  • Evaluate which ideas make most sense for your type of business
  • Leverage Eckerd College’s programs and services to help you in this journey

Who Should Attend?

  • Government leader who hopes to foster more community engagement
  • University leader concerned about enrollment and retention
  • Hospital leader who must improve HCAHPS scores
  • Credit union leader trying to keep up with member expectations
  • Business process owner or manager
  • Service or product line leader
  • Marketing manager
  • Customer service leader or customer relationship manager
  • Process improvement professional
  • Senior leader who owns the citizen/patient/member/student relationship
  • Leader of a strategic initiative to improve retention or competitive position

Date
Tuesday, May 1, 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

About the Speaker

Amanda Dietz - Customer Experience Training

Amanda Dietz
Vice President,
Orion Development Group

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:

  • Enhanced profitability in excess of 10% for years
  • Semi-finalist for national Quality Service Award
  • Leading numerous IT transformation projects

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.

The Impact of a Good or Bad Customer Experience

  • 86% of buyers would pay more for a better customer experience. (Walker)

  • 91% of customers who had a bad customer experience won’t do business with your company again. (Glance)

  • 76% of consumers say they view customer service as the true test of how much a company values them. (Aspect Consumer Experience Survey)

  • Google says 61% of users are unlikely to return to a mobile site they had trouble accessing and 40% visit a competitor’s site instead. (McKinsey & Company)

  • 95% of dissatisfied customers tell others about their bad experience. (Zendesk)

New Customer Experience Open-Enrollment Programs

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.

Have a question?

Contact us at 800.753.0444 or ldi@eckerd.edu.

Eckerd LDI logo
Orion Development Group - Customer Experience Training Programs

Presented in Partnership by Eckerd College and Orion Development Group.

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2017 Financial Times - Leadership Development Institute

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.

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