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» Products & Services » » R and AS Conferences » 2003 » May 2003: Customer Insights for Action and Profit

May 2003 GBC Presentation: Managing the Customer Experience at West (Thomson Corporation's West Group)

ID: GBC-P052003TDM


Published: Pre-2013


Delivery Format: PowerPoint


 

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919-403-0251

  • STUDY OVERVIEW
  • BENCHMARK CLASS
  • PRESENTER INFO
This presentation will discuss how West’s Customer Experience group listens to customers and employees.  Ms. Lynch will share West Group’s Touch Point Model along with some illustrative "moments of truth" as drivers of customer satisfaction.  She will also outline the four-step process West Group used to improve the customer experience, which included:  
  1. Setting priorities and managing the project pipeline using the Kano Model and internal business capacity
  2. Defining success according to customer definition of success
  3. Implementing process improvement 
  4. Measuring and adjusting targets for continuous improvement. 

Industries Profiled:
Companies Profiled:
Thomson Corporation's West Group

Denise Lynch
Vice President, Customer Experience

Thomson Corporation's West Group