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Listening to your Customer

Wednesday, July 20 from 11:00 a.m. – 12:30 p.m.

Session Code: WE29

Track: Business Management

Speaker: Brian Swanson, NACS, Inc.

Are you in touch with the needs of your key customers and their potential impact to your company?  Occasionally, we may uncover a customer frustration that we can improve but rarely do we stumble on information that allows us to fundamentally change how we do business in such a way that we become a best in class manufacturer. Based on actual experience, Brian will discuss tools and concepts to help organizations derive excellence and power from customer input while strengthening the sense of partnership that customers feel for your company. Participants will learn what it takes to fully engage their organization in gathering and evaluating customer input; methods and examples of ways to get customers to invest time and effort into the future of your organization; techniques for making sense out of large amounts of information from customers; and keys to empowering employees to take action on what is discovered.