Applied to Life: Translating VOC to Superior Customer Experience

3M Company has built a solid reputation around innovation, quality and ethical conduct. Quality today is much more than just designing and delivering exciting, reliable product. “Customer Experience” includes quality at every interaction of the supplier-customer relationship. This presentation will share some of 3M’s best practices around designing and delivering innovative, highly valued solutions and service for consistently superior customer experiences. Best practices such as 3M’s culture of employee engagement, NPI, NTI, Customer-Inspired Innovation, Insights to Innovation, QFD, PPU, Quality Playbook, and the use of social media to drive customer engagement for word of mouth marketing will be introduced.