Our next ASQLEX 0911 member monthly meeting is a recorded virtual webinar and begins at 12PM EST on Thursday, March 21st.
If you plan to attend, please email reservation to Mark McDonald (Mmcdonald@hendrickson-intl.com) by noon Tuesday, March 19th.
.For the March meeting we have invited other ASQ sections in our East South Central Region.
ASQ virtual WebEx webinar presentation:
Customer Experience 3.0 part 3. Measuring and Quantifying the Customer Experience.
Speaker – John Goodman (See short Bio below)
ASQ Host – Pablo Baez
Section hosts- John Simson and Steve Ross, ASQ Lexington, KY -
Presentation agenda-
· What is Customer Experience (CE) and how does it differ from Customer Relationship Management (CRM) and Customer Service?
· Four strategies for enhancing the bottom line with CE.
· Components of a CE strategy.
· Metrics with Pros and Cons.
· Recommended approach.
· Getting started.
Use Zoom Meeting link
https://us06web.zoom.us/j/85932443316pwd=kg8mZEC719J3EizTafdz4WKuhqMdhz.1
for this presentation, also it will be sent out to those who register with Mark McDonald.
Note: A 0.5 0.1 RU* will be given for presentation meeting that you attend. However, you must use the email registration so that the Section has an attendance record. Please mute your computer microphone during the presentation. * Sorry change by ASQE corporate Cert/Recert committee to reduce meeting RU credits for 2024.
Meeting Agenda:
11:50 -12:00 pm Log in and Section welcome, Speaker and webinar intro
12:00 – 1:00 pm Presentation and then Q&A with members.
Speaker Bios-
John Goodman – About speaker -
· Chairman of Customer Care Measurement and Consulting (CCMC)
· Managed more than 1000 separate customer service studies
o White house sponsored evaluation
o Coca-Cola USA sponsored study
o Author of
§ Strategic customer Service (2009)
§ Customer Experience 3.0 (2014)
#CustomerExperience#ASQLexingtonSection0911#ASQLexington#JohnGoodman