How to Embrace and Truly Delight Your Customer!

Brian is a passionate ICT executive specializing in complex program management, organizational leadership and flawless execution.

Abstract
The article addresses how project managers and program managers can strive daily to truly embrace their client/end customer, and go above and beyond customer expectations to deliver exceptional service. Having well-honed customer relationship management skills is a key differentiator in the project management profession, and we should all be working to enhance our performance in this arena.

Introduction
One of the most critical skills that any project manager or program manager needs to exhibit, continue to develop, and consciously refine is that of customer relationship management. It is absolutely vital if one wishes to grow, mature, and excel in the customer project/program delivery space. Embracing and truly delighting your customer goes well beyond the basics of traditional customer satisfaction, clinging desperately to the hope of scoring five out of five on some dull, impersonal, antiquated customer survey issued at project completion. Surely, we can do better than that? Let's take a closer look at some ways to move beyond the mundane to delivering a truly great customer experience!

“The way to a customer’s heart is much more than a loyalty program. Making customer evangelists is about creating experiences worth talking about.”
 Valeria Maltoni, founder and principal of Conversation Agent, LLC

“We’re not …

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- Margaret Thatcher

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