Our Keynote Presentation
When it comes to measuring the customer’s perception of Quality and the impact of their behavior, current measures and metrics are not enough to successfully predict future choices. Counting problems or measuring customer satisfaction is not enough to understand the quality perceptions and its’ impact on customer behavior. Instead, using ValueCentered Psychology, which is connecting the rational and emotional reasons supporting customer perceptions and decision-making, the most effective way of judging quality and successfully predicating behavior can be modeled. With accurate loyalty prediction models in place, engineers can then focus on addressing the quality areas that are most meaningful in increasing customer retention, rather than simply 'chasing gaps' where the lowest perceptions of quality occur. Examples in different categories such as automotive and healthcare will be presented.
Speaker: Alexander Edwards, President Strategic Vision, Inc.
Alexander Edwards is President of Strategic Vision. In addition to the overall course and direction of Strategic Vision, Alexander is a key architect of tools and software which measures decision making, human behavior, attitudes and perceptions. He directs operations and provides support for advanced clinical qualitative and quantitative studies. This includes large quantitative studies like the Mobile Experience Study (MxS) and parts such as the New Vehicle Experience Study (NVES). Alexander Edwards is also involved in the local San Diego area with such programs as speaking and participating with local youth groups to encourage their active citizenship, supporting local schools by providing internships and raising funds for school improvement.
Cost: in-person: $20 (a meal will be provided)