Moving Beyond Customer Satisfaction
by Marshall Hill, Research Associate
For years, customer satisfaction has been the metric that organizations have used to measure the quality of their relationships with their clients. While this still continues today, there is a new trend toward the metric of customer engagement. What is customer engagement? Customer engagement is a deeper measure of the relationship between you and your customer. It takes aim at the emotions your customers or clients feel toward you, so that you may forge lasting relationships with them. Think of it this way ... if your relationship with your customer is simply based on price or service, you can be easily replaced by your competition. On the other hand, if you measure and build customer engagement, you are gaining loyal customers for life. According to research by Gallup, customer engagement directly predicts the likelihood of a continuing customer relationship and the intent to repurchase. Which type of relationship do you want with your customers?
Need Help Setting Goals and Strategies for 2011?
Strategic planning and goal setting are common denominators for the success of every organization. When employees of all levels are involved in the planning process, job satisfaction increases and turnover decreases. Additionally, managers, supervisors and associates are empowered to support the strategies by setting -- and achieving -- departmental and individual goals. These objectives help focus individual and organizational attention on the areas of greatest return, resulting in dramatic and sustainable productivity improvements.
It is essential for these exercises to be conducted on a company-wide level annually. Many organizations align their strategic planning and goal setting with the start of a new year.
Early in 2011, are you thinking about strategic planning and goal setting? Consider The Corporate University, Kent State University at Stark as your partner. One of our expert business consultants will provide an outside perspective to your discussions and will keep the focus on the task at hand, ensuring that your organization gets the most out of its planning experience.
Lean Six Sigma Training Complimentary Breakfast
Does the phrase "business as usual" scare you?
Lean Six Sigma is a full-scale business improvement methodology that can transform an organization and build wealth and prosperity. Here is what participants are saying:
- The Kent State University Lean Six Sigma Training and Certification program opened my eyes to the reality of using a data-driven process that expands one's imagination to creatively solve the vexing business issues many face in today's tough economic times.
- This training was very in depth with an exceptional instructor. I learned how to find the answers to problems that plagued our business for many years. I have successfully used the techniques to complete several projects ...
- It has turned me into a "Change Agent." ... I went from production control to director of continuous improvement.
- Great education. Support and service from the instructor and staff helped me to develop, nurture and expand my skills to better support my company's production processes and bottom line.
Get the facts on how Lean and Six Sigma tools can make a difference to your company's bottom line. Hear from organizations that have embraced the methodology and the difference it has made. Meet the consultants who consult and deliver the training (Robert Skillman, Steve Skillman and John Novak.
Lean Six Sigma Training
Friday, Feb. 11, 2011, 7:30 a.m.
The University Center, Kent State University at Stark
6000 Frank Avenue NW, North Canton OH 44720
Call 330-244-3508 to make your reservation.
*Survey results show that an organization sponsoring a Kent State University Black Belt trainee will see an estimated 28-to-1 return on their training investment with the first project alone!
Lean Office: Adding Value with a Lean Practitioner in an Office Environment
The concept of lean can be applied to the office environment to improve processes and decrease waste. Kent State University consultant, John Novak, notes, "Today, enormous amounts of waste exist in office and service environments. Delays, bottlenecks, errors, redundancy and work-arounds are very common. Non-value-added work can be as high as 70 percent. A proven 'people-oriented' approach, which can help reduce or eliminate these wastes while streamlining value-added activities, is what Lean Office is all about."
The concept of waste involves behaviors like overproduction, unnecessary motion or touches, waiting and defects, to name a few. A certified lean practitioner can bring new tools to the office to greatly improve processes and procedures in the office environment.
Read the full article.
Stark County Entrepreneur Experience
March 22 - April 19, 2011
Make plans now to attend sessions of the Stark County Entrepreneur Experience, a month-long series of events that will focus on various facets of entrepreneurialism. A listing of events is as follows:
Tuesday, March 22, 7:30-
9:30 a.m., "Experiences as an Entrepreneur" by Andre Thornton ($15)
Wednesday, March 30, 7:30-9:30 a.m., "The Genesis of Bizdom U" by Ross Sanders ($15)
Tuesday, April 5, 7:30-9:30 a.m., "Panel of Entrepreneurs" moderated by Ned Parks ($15)
Wednesday, April 6, 8 a.m.-noon, "Student Entrepreneurs Competition" ($10)
Tuesday, April 12, 8-9 a.m., "Students Day Kick-off Breakfast," speaker John Dearborn ($10)
Thursday, April 14, 7:30 p.m., "Featured Speaker Jerome Ringo" (Free, but ticket is required)
Tuesday, April 19, 7:30-10 a.m., "Entrepreneurial Conspiracy: A Seminar on Management Focus and Discipline" facilitated by Chuck Violand ($20)
All events will be held at The University Center, Kent State University at Stark.
For more information and to register, visit cantonsbdc.org.
Download Stark County Entrepreneur Experience flyer.
We look forward to learning with you soon.
Kelli Baxter, Director
The Corporate University
Kent State University at Stark