How do I create a “Make or Break” customer experience?
“Make Or Break” Questions
When purchasing our __________, what could make
How do we provide value?
What frustrates you? What aren’t you getting?
How are we most likely to lose your business?
What ONE thing must we excel at?
Focus on behaviors and attitudes.
VOC Listen and Learn Sessions
Qualitative understanding to hear and
understand needs, expectations
Which customers are most important?
Brand Experience Contracts
SMS Relationship Contact
Voice of the Customer (VOC) Coach
Performance Excellence Network (formerly Minnesota Council For Quality)
United Way Women’s Leadership Council
Executive Women’s Golf Association
Sales and Marketing Executive International
American Heart Association Go For Red Executive Council
Performance Development Management Association (PDMA)
Women’s Presidents Organization
2011 Women in Finance and Commerce Top Women In Finance
2010 Red Cross Humanitarian
2009 National Association of Women Business Owner Lifetime Achievement
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