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Uncover the Voices You Need to Hear: The Customers'
LIVE WEBINAR
DATE & TIME
There are no dates currently scheduled. Please check back later. LENGTH
Two hours
PRICE
$229
SUMMARY
The notion that we should listen to “the voice of the customer” is well-intentioned, but everyone knows there’s no such thing as just one customer. This means there must be more than one voice to listen to! In this 2-hour Webinar you’ll discover how to avoid assumptions about your customers as we uncover: who “the customers” really are, what questions you must ask, how to prioritize their answers and finally, how you define and measure success.
This valuable presentation will illustrate how easy it is to confuse what you heard with what was said. For example, a top auto executive heard customers say they wanted more miles per tank of gas. How do you think this was interpreted? Did customers want: (a) improved fuel efficiency, (b) innovation, (c) competitive advantage, or (d) bigger gas tanks? The executive’s design team rushed to market with bigger gas tanks. No kidding! While tools such as surveys, the Kano model, design for Six Sigma (DFSS), and others are being used to help capture the voice of the customer, they simply don’t answer key questions every practitioner must answer. This webinar is designed to help you answer those questions.
LEARNING OBJECTIVES
Before you waste valuable time and energy on projects or surveys intended to uncover the voice of your customer, join this important Webinar to get the innovative framework and tools that will translate the mind of your customer in ways you never thought possible, including:
WHAT OTHERS ARE SAYING ABOUT ROBIN LAWTON
“During my work on my Ph.D., I was an intern to W. Edwards Deming, and was one of the few people in the world, if not the only, to study under and spend personal time with Peter Drucker, Joseph Juran, Philip Crosby, and Russell Ackoff. I also studied under Tom Peters and Michael Hammer. Dr. Deming was a member of my Ph.D. committee. My personal knowledge and professional assessment of Mr. Lawton's work, in comparison to those giants of the past with whom I was personally associated, clearly places Mr. Lawton in a position to be today's premier thinker and practitioner of quality as defined by customer satisfaction.
--Bruce E. Laviolette, Ph.D., Corp. Director of Management Systems, Naval Air Systems Command
BONUS
Get your specific questions answered in a live Q&A session during the webinar.
PRESENTER
Robin Lawton is president of International Management Technologies, Inc. (IMT), founded in 1985. He’s an internationally known author and consultant to market share leaders and world-class firms. His areas of expertise include customer satisfaction, innovation, performance measurement, survey research and time-based competition. Robin’s clients include Malcolm Baldrige Award winners such as Motorola and AT&T, Taguchi Award winners ITT, Ford, Honda, Blue Cross Blue Shield, Group Health Cooperative, Microsoft, Eastman Kodak, the City of Calgary and more. Others have won major awards as a direct result of applying IMT’s customer-centered culture principles including: Missouri Department of Revenue (winner, 1999 Missouri State Quality Award); Lawrence Livermore National Laboratory (winner, 1998 California State Quality Award). Mr. Lawton has more than 30 years’ experience directing innovative leadership in both industry and government. He’s the author of the best-seller, Creating a Customer-Centered Culture: Leadership in Quality, Innovation and Speed was ranked the #1 of 88 speakers in 2007. He has been a featured presenter at international and domestic conferences sponsored by the Chamber of Commerce, Japan Management Association, American Management Association, American Quality Institute, International ISO Conference, Minnesota Healthcare Association, American Society for Quality (ASQ), Association for Manufacturing Excellence (AME) and many others.
HOW DOES THIS ALL WORK?
After you register for the Webinar, you will receive a confirmation e-mail. It will contain a Web link to access the visual portion of the event through your Web browser.It will also contain an a phone number and access code that you will use to hear the audio portion of the event. Please note that you may incur phone charges. PRICING
We are so confident that you will find this webinar valuable that we offer a 100% money back guarantee, making this a risk-free investment. If you are dissatisfied with the webinar, just let us know by phone or e-mail within 24 hours of the conclusion of the webinar, and we will issue you a full refund. PLEASE NOTE: Participation in this webinar is just $229 per site and allows access to ONE Internet connection and ONE phone line. Price: $229.00 |
