Surveying & Benchmarking
Product ID : REBE-0004
Level : Intermediate
Duration : 90 Minutes
Rebecca Staton-Reinstein, Ph.D., and President of Advantage Leadership, Inc. work with leaders and their organizations to Increase your bottom-line results through strategic leadership, engaged employees, and delighted customers in all economic sectors. Draw on her proven ability to mentor you through a major change, customizing successful solutions to your complex issues. For over 25 years, Rebecca has contributed value as an executive, manager, educator, and consultant, honored on four continents. She is a Ph.D. in organizational development, a National Speakers Association Legacy Professional Member, and St. Petersburg Engineering Academy Foreign Member and author of books on strategic leadership and planning.
No matter what business you are in, you must be able to understand customers’ expectations, even when they cannot articulate them easily. You must measure yourself against industry leaders to assure you are able to provide great value to your internal and external customers. Although there are times when you want a third party to conduct these studies, you can learn simple tools and approaches and dig out what’s missing for customers. You can then apply the principles to your existing target market and integrate this into your ongoing strategic planning and execution. In addition to gaining accurate and useful information, you can use the data to develop a recipe for improvement and innovation.
Many companies conduct customer satisfaction surveys or develop customer requirements for new business-support systems. The research shows these two key processes are fraught with errors and problems. Learn to construct surveys and benchmarks that provide you with critical information to meet your needs.
- Define your ideal customer (internal or external)
- Develop probing questions to surface unarticulated expectations
- Use simple tools to dig out expectations
- Construct surveys that provide valid information
- Develop innovative solutions
- Measure your performance against industry leaders to spur ongoing improvement
Who Should Attend
- Business owners
- Customer service leaders
- Marketing and Sales leaders
- Management team
- Individual salespeople
- Project managers (Getting customer requirements)
- Leaders and managers concerned with improving results