Institute for International Research

B2
AM Workshop
8:30 a.m.- 12:00 p.m.

Dialogue & Focused Conversations: Powerful Tools in the Customer Feedback Process to Drive Change & Increase Loyalty

Gail A. Digate, President, LEADERSHIP LEARNING SYSTEMS, INC.

This session explores an engaging and highly effective approach to designing and facilitating customer feedback processes. Through an interactive workshop, participants will examine fundamental assumptions about meaningful conversations with customers and apply dialogue and focused conversation methodologies to their individual needs and situations. Participants will create a focused conversation to implement with an identified customer or customer group.

KEY TAKEAWAYS
• Clear and concise structure and easy-to-apply steps for designing and facilitating dialogue and focused conversations with customers
• Strategies and tools in the focused conversation methodology to measure, manage and act upon customer feedback to drive change and increase loyalty
• Focused conversation ready to apply to participant's customer or customer group

12:00pm Lunch for Workshop Attendees

B3
PM Workshop
1:30 p.m. - 5:00 p.m.

Linkage Analysis: Doing It Right and Making It Work

Kunal Gupta, Ph.D., Vice President, Decision Sciences, BURKE

This is "Version 2.0" of the popular workshop held in 2006 - with added insights and new case studies

Over the last few years, linkage analysis has added significant value to customer satisfaction and loyalty measurement programs. The ability of such analyses to link survey-based customer measures to measures of business success has elevated the prominence and credibility of survey programs, earning greater visibility for these programs among C-level executives. However, this visibility has placed greater pressure on project teams to execute these projects successfully. Such success is highly dependent upon the choice of appropriate analytical tools and the approach in presenting results to senior management. In this highly interactive workshop, we will use our collective experience gathered across industries - in business as well as consumer environments - to identify critical success factors associated with the linkage process. We will discuss powerful case studies that highlight usage of the most appropriate analytical tools and the best approach to help management understand the implications of the results. Any organization that is attempting to undertake linkage analyses, regardless of past success, will benefit from learning about the examples in this seminar.

The session will focus on the following five topics:
1) Presenting the rationale for linkage research and analysis
2) Highlighting the importance of both the art and science of linkage analysis
3) Sharing an example of a robust linkage process that has worked well across multiple industries
4) Investigating how to get management's attention and facilitate positive action based on linkage analysis
5) Encouraging and counseling participants to apply the groups' collective experiences toward their own organizations.