Enhancing
Customer Focus and Customer Satisfaction
Facilitated enterprise-wide
programs to shift numerous companies from a product-focused strategy
to a comprehensive customer-driven strategy. Conducted multiple
sessions with all executives, management and staff to develop new
operating processes in order to break down departmental silos and
enable cross-functional cooperation for customers’ benefit
Conducted numerous
studies of elements of customer delight and differentiation. Working
with company personnel, developed new norms and processes for
meeting customer needs. Trained company management and personnel
on new ways to achieve customer delight
Developed comprehensive
training programs for integrating new hire personnel into the
ways of self-management to achieve customer delight Dramatically
raised customer satisfaction levels and decreased customer complaints
Created programs
for the brainstorming, design, development and implementation
of new customer-centered service processes and technology. Facilitated
roll-out of new programs to entire organization
