BEGIN:VCALENDAR VERSION:2.0 PRODID:IEEE vTools.Events//EN CALSCALE:GREGORIAN BEGIN:VTIMEZONE TZID:US/Eastern BEGIN:DAYLIGHT DTSTART:20160313T030000 TZOFFSETFROM:-0500 TZOFFSETTO:-0400 RRULE:FREQ=YEARLY;BYDAY=2SU;BYMONTH=3 TZNAME:EDT END:DAYLIGHT BEGIN:STANDARD DTSTART:20161106T010000 TZOFFSETFROM:-0400 TZOFFSETTO:-0500 RRULE:FREQ=YEARLY;BYDAY=1SU;BYMONTH=11 TZNAME:EST END:STANDARD END:VTIMEZONE BEGIN:VEVENT DTSTAMP:20160705T005824Z UID:96B8A20B-AF59-11E5-A050-0050568D2FB3 DTSTART;TZID=US/Eastern:20160823T183000 DTEND;TZID=US/Eastern:20160823T200000 DESCRIPTION:Using Non-Traditional Voice of the Customer Techniques to Measu re and Manage the Customer Experience\n\nPresented by Mr. John Goodman\, V ice Chairman of Customer Care Measurement and Consulting (CCMC)\n\nTuesday August 23\, 2016\n\n6:30 – 7:00 PM – Networking & Pizza\n\n7:00 – 8 :00 PM – Program\n\nThere is no cost to attend at Fairfax or Silver Spri ng\n\nThe world is tired of the annual “Do you love us?” survey as wel l as the transaction survey. At the same time\, CCMC’s 2015 National Rag e Study showed that more than 20 percent of consumers failed to complain\, even once\, about their most serious problem over the last year. For less serious product and service issues only 3-30 percent of customers complai n anywhere (depending on the issue and product). Surprisingly\, this failu re to complain is often more pronounced in Business to Business (B2B) or g overnmental market environments than in consumer markets. No news is NOT g ood news!\n\n- What are some innovative ways of getting actionable custom er feedback?\n- How do you use the feedback to get the Finance and Operat ions executives to allocate funds to quality improvement?\n\nThis presenta tion by John Goodman\, who has worked with 45 of the Fortune 100 and over a dozen State and Federal government agencies\, will discuss three of the most interesting non-traditional approaches that instigate action.\n\nMr. John Goodman is Vice Chairman of Customer Care Measurement and Consulting (CCMC). CCMC’s customer satisfaction and loyalty surveys and analytics h ave been used by over 40 of the Fortune 100 companies to produce a better ROI from their investments in customer experience. John has managed more t han 1\,000 separate customer service and customer experience studies\, inc luding:\n\n- White House sponsored evaluation of complaint handling pract ices and\n- Studies of word of mouth and consumer education sponsored by Coca-Cola USA.\n\nHe originated the well-known lessons\, “it costs five times as much to win a new customer as to keep an existing one” and “t wice as many people hear about a bad experience as a good one”.\n\nThe A merican Management Association published his second book\, Customer Experi ence 3.0\, in August\, 2014. He has published eight articles in Quality Pr ogress and has spoken on quantity and customer experience in 14 countries around the world.\n\nCo-sponsored by: ASQ 509 SW SIG\n\nSpeaker(s): \, \, \, \n\nAgenda: \nTuesday August 23\, 2016\n\n6:30 – 7:00 PM – Networki ng & Pizza\n\n7:00 – 8:00 PM – Program\n\nBldg: George Mason Universit y - Mason Enterprise Center-Fairfax\, 4031 University Drive\, Fairfax\, Vi rginia\, United States\, 22030 LOCATION:Bldg: George Mason University - Mason Enterprise Center-Fairfax\, 4031 University Drive\, Fairfax\, Virginia\, United States\, 22030 ORGANIZER:SoftwareSIG@asq509.org SEQUENCE:6 SUMMARY:John Goodman\, Vice Chairman for Customer Care Measurement & Consul ting URL;VALUE=URI:https://events.vtools.ieee.org/m/37615 X-ALT-DESC:Description: <br /><h1>Using Non-Traditional Voice of the Custom er Techniques to Measure and Manage the Customer Experience</h1>\n<p>Prese nted by Mr. John Goodman\, Vice Chairman of Customer Care Measurement and Consulting (CCMC)</p>\n<p>Tuesday August 23\, 2016</p>\n<p><strong>6:30 &n bsp\;&ndash\; 7:00 PM &ndash\; Networking &amp\; Pizza</strong></p>\n<p><s trong>7:00 &ndash\; 8:00 PM &ndash\; Program</strong></p>\n<p><em>There is no cost to attend at Fairfax or Silver Spring</em></p>\n<p>The world is t ired of the annual &ldquo\;Do you love us?&rdquo\; survey as well as the t ransaction survey.&nbsp\; At the same time\, CCMC&rsquo\;s 2015 National R age Study showed that more than 20 percent of consumers failed to complain \, even once\, about their most serious problem over the last year.&nbsp\; For less serious product and service issues only 3-30 percent of customer s complain anywhere (depending on the issue and product). Surprisingly\, t his failure to complain is often more pronounced in Business to Business ( B2B) or governmental market environments than in consumer markets.&nbsp\; No news is NOT good news!&nbsp\;</p>\n<ul>\n<li>&nbsp\;&nbsp\;&nbsp\;&nbsp \;&nbsp\;&nbsp\;&nbsp\;&nbsp\; What are some innovative ways of getting ac tionable customer feedback?</li>\n<li>&nbsp\;&nbsp\;&nbsp\;&nbsp\;&nbsp\;& nbsp\;&nbsp\;&nbsp\; How do you use the feedback to get the Finance and Op erations executives to allocate funds to quality improvement?&nbsp\;</li>\ n</ul>\n<p>This presentation by John Goodman\, who has worked with 45 of t he Fortune 100 and over a dozen State and Federal government agencies\, wi ll discuss three of the most interesting non-traditional approaches that i nstigate action.</p>\n<p>Mr. John Goodman is Vice Chairman of Customer Car e Measurement and Consulting (CCMC).&nbsp\; CCMC&rsquo\;s customer satisfa ction and loyalty surveys and analytics have been used by over 40 of the F ortune 100 companies to produce a better ROI from their investments in cus tomer experience.&nbsp\;&nbsp\; John has managed more than 1\,000 separate customer service and customer experience studies\, including:</p>\n<ul>\n <li>&nbsp\;&nbsp\;&nbsp\;&nbsp\;&nbsp\;&nbsp\;&nbsp\;&nbsp\; White House s ponsored evaluation of complaint handling practices and</li>\n<li>&nbsp\;& nbsp\;&nbsp\;&nbsp\;&nbsp\;&nbsp\;&nbsp\;&nbsp\; Studies of word of mouth and consumer education sponsored by Coca-Cola USA.</li>\n</ul>\n<p>He orig inated the well-known lessons\, &ldquo\;it costs five times as much to win a new customer as to keep an existing one&rdquo\; and &ldquo\;twice as ma ny people hear about a bad experience as a good one&rdquo\;.&nbsp\;</p>\n< p>The American Management Association published his second book\, Customer Experience 3.0\, in August\, 2014.&nbsp\; He has published eight articles in Quality Progress and has spoken on quantity and customer experience in 14 countries around the world.</p><br /><br />Agenda: <br /><p>Tuesday Au gust 23\, 2016</p>\n<p><strong>6:30 &nbsp\;&ndash\; 7:00 PM &ndash\; Netwo rking &amp\; Pizza</strong></p>\n<p><strong>7:00 &ndash\; 8:00 PM &ndash\; Program</strong></p>\n<p><strong>&nbsp\;</strong></p> END:VEVENT END:VCALENDAR