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QCE Community of Practice Members Only
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Presentations
Webinar: August 15, 2005
Improving Performance on Customers Moments of Truth
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Webinar: June 30, 2005
Customer Experience Building Blocks
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Webinar: April 15, 2005
QCE Scorecard
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QCESM Community of
Practice
About This Community:
(Download PDF)
Are you currently involved in leading, planning and executing
initiatives designed to improve the quality of your customers’ experience and
to increase customer loyalty and profitability?
Since so many of our clients are working on customer experience
initiatives, we created the QCE Community of Practice so that you can all
compare notes and learn from one another in a safe space with our coaching and
cheerleading. This community is intended for organizations and individuals who
want ongoing coaching, peer support, and tools that they can apply.
Who should join? Typical titles include VPs and Directors of
Customer Experience, Customer Advocacy, Customer Support, E-Business,
Marketing, Merchandising, CRM, Customer Portals, Partner Relations; COOs, CIOs
and any business executive for whom improving customer experience, loyalty, and
improving customer profitability is a main focus.
Benefits of Membership:
You’ll participate in the creation, comparison, and
fine-tuning of:
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QCESM Maturity Model
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Customer experience scorecards, survey instruments, and segmentation approaches
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Customer lifecycle models and metrics
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Customer experience roles and responsibilities
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Integrated frameworks for gathering, analyzing and taking action on customer
input and feedback
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Methods for correlating customer experience improvements with increased short
and long-term customer profitability
You’ll benefit from sharing and comparing:
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Customer success stories, culture builders, and survey instruments
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Search and findability techniques
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Customer segmentation approaches
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Customer experience differentiators for different customers
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Customer lifecycles and “moments of truth”
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Types of customer metrics
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Executive and employee education around customer issues
Individual Memberships: $5,000
Corporate
Memberships: $15,000
Membership Includes:
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Webinars - Participate in QCE Webinars, hosted
by Patricia Seybold
and her team of Senior Consultants
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Workshops - Receive tickets to attend our QCE
workshops, held in Boston once a quarter
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Meetings - Receive tickets to attend each of
two annual face-to-face QCE community meetings
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Site Visits - Receive invitations to attend site visits (for
non-competing QCE community members)
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Research - Receive weekly research (for up to 20 individuals)
and access our online resource library
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Community - Gain access to an ongoing online community and
contribute to our QCE research
This is not a formal benchmarking community. It is a Community
of Practice—it's designed for practitioners to learn from each other through
story-telling, problem-solving and show and tell.
Join Now! And receive our Customer-Centric Executive's
Guide to improve your Quality of Customer Experience.
Upcoming Workshop Dates*:
Upcoming QCE Members Meeting Dates*:
* Dates are subject to change based on members’
availability and hosts’ schedules.
Need more information? Please contact
sales at psgroup.com or (617) 742-5200.
Quality of Customer Experience (QCE) is a service mark
of the Patricia Seybold Group.
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