February 2011 (updated 1/18/11)
Sorry, you need to install flash to see this content.
What is the BMA luncheon that drew the highest attendance in our history? It was 2006, when the best-selling author, Fred Reichheld, presented his book on customer satisfaction. Since there were 500 people in attendance that day, many of you might recall the book, The Ultimate Question.
Following that luncheon, several of Chicago’s leading companies took that concept and put it to work in their own organizations. They didn’t hire a whole bunch of consultants. They simply put concepts to work.
That will be the focus of our luncheon on February 3. After seeing the value of implementing this program firsthand, Ed Russ, former CMO of Grant Thornton, is a strong advocate. He encourages his colleagues and marketing peers around the world, if you invest in one program this year, invest in a customer satisfaction program. According to Ed, it will pay for itself and is the best way to track how you are doing in the minds of your customers, and it will provide unexpected opportunities to grow and strengthen your company.
On Thursday, February 3, Ed will moderate a panel of marketers who lead the customer satisfaction programs implemented at three of Chicago’s leading companies: Aon, Schneider Electric and Grant Thornton. After reading the book and attending the BMA luncheon, each of these companies made The Ultimate Question a centerpiece for evaluating their performance.
So what’s the ultimate question you should ask your customers? Join us on February 3 when our panel of experts answer not just that question, but also share with us the lessons learned, best practices and wisdom they have gained by implementing a formal customer satisfaction program.
All the best,
.png)
Linda Meenan
BMA Chicago president
.gif)
Past Messages
