Customer Advocacy: Putting Customers at the Heart of Your Business
Thursday, April 23rd, 2020
Dr. Marlene Kolodziej, DBA knows what the customer wants best – until September 2019, she provided strategic and operational leadership for the Service Delivery organization, managed the implementation of enterprise-wide solutions and oversaw the establishment of the Technology Innovation Center at Northwell Health, a nonprofit integrated healthcare network that is New York State’s largest healthcare provider.
Following her achievements at Northwell Health, Marlene joined The Ricoh Company, a Japanese multinational imaging and electronics organization with an annual sales revenue exceeding 13 billion dollars. As Ricoh USA’s Vice President of the Centralized Services, she is responsible for reorganizing service operations to drive efficiency, prioritizing investments in innovative technology, establishing a standard-setting process oversight, and creating a centralized voice of the customer (VOC).
In this keynote, Marlene discusses the two sides of the service coin – from the point of view of a customer and a service provider – and shares practical recommendation on how to put yourself in your customer’s shoes without compromising service revenue and business growth. Key takeaways include:
-Exploring what critical problem-solving looks like (process vs problem solving)
-Resolving the underlying causes of operational inefficiencies and customer dissatisfaction
-Integrating the VOC into your roadmap, short-term and long-term strategy
-Bridging the gaps between real-life customer experience and your evolving business goals