Creating an Extraordinary Customer Experience that Drives Loyalty & Growth
John R. Patterson
PMIWDC Non-Member Rate
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About the Presentation
It is no accident that most of the Business Week Customer Service Elite companies grew profits in excess of 20% last year. These companies know that remarkable service leads to business growth. They also recognize great customer service can trump price, product and location in the customer’s new definition of marketplace value. The Elite execute remarkable service through up-to-date customer intelligence, a purposeful service strategy, customer-centric metrics that insure focus, standards that promote consistency, service forensics able to repair hiccups before they disappoint customers, and a people plan that has effective leadership as its centerpiece.
Today’s customers are not what they used to be. Gone are the days when service had to be really awful for us to walk away. Customers today are picky, fickle, vocal and vain. Their expectations are 33% higher this year over last year and they now have an enormous variety of services and products to choose from with unprecedented access to information and reviews. Organizations that recognize the emerging “customer revolution” and adjust to this new normal customer will thrive; those that continue to use the old "tired and true" methods of the past will fail. And, since word of mouse (social media) today has five times the impact of word of mouth, it requires rethinking strategies, tactics, philosophies and practices.
Based on Patterson’s international best-selling book, Wired and Dangerous: How Your Customers Have Changed and What to Do About It, attendees learn proven techniques needed to deliver extraordinary customer experiences that drive business growth and reputation. The book won both a 2012 Axiom Business Award and the 2012 IPPY Book Award.
Keynote Outline: - How Customers Have Changed - The New Economics of Customer Loyalty - How Remarkable Service Drives Business Growth - What Today’s Customers Want - Building Loyal Customers Through Remarkable Service - Tools for Immediate Application in Project Management
Fairview Park Marriott
3111 Fairview Park Drive
Falls Church, VA, 22042
CostCorporate table for 10: $550
Chapter Members: $45
About the Speakers
John R. Patterson
John is a sought after speaker on the topics of effective project management for office renovation and relocation, creating consistently great customer experiences that drive customer loyalty and growing business by creating, leading and sustaining remarkable service. He is the co-author of three books with Chip Bell including the award winning international best seller Wired and Dangerous; How Customers Have Changed and What to do About It, the national best seller Take Their Breath Away: How Imaginative Service Creates Devoted Customers and Customer Loyalty Guaranteed: Create Lead, and Sustain Remarkable Customer Service. His articles have appeared in Customer Relationship Management, Incentive Magazine, SBusiness, Quality Digest, Customer Service Excellence, M World, Sales and Service Excellence, and Leadership Excellence. He has appeared live on ABC News and Fox Business.
He is founder and President of Progressive Insights a member of the Chip Bell Group. He has over 20 years of executive leadership experience in the hospitality, business services, real estate and financial services industries. John holds a graduate degree in business from the Darden School at the University of Virginia and a B.S. in Business Administration from The Citadel.
His consulting practice specializes in real estate program/ project management as well as helping leaders and organizations effectively deliver great customer experiences that drive loyalty and bottom line growth. He has successfully completed engagements in a variety of industries including the healthcare, financial services, senior living, insurance, quick service restaurant, utility, commercial construction, trade show management, retail, public transportation, wholesale auto auction, technology, hospitality, real estate, education and business services industries.
His clients include, McDonald's Corporation, Popeyes Louisiana Kitchen, Inc., Rollins, Inc., Turner Construction Company, Allstate Insurance, The Arbor Company, Sodexo, The Jacob Javits Convention Center, First Bank and Trust, Atlanta Cycling, General Growth Properties, Texas Instruments, Banco de Finanzas, Northeast Utilities, Elavon (U.S. Bank), Southeastern Pennsylvania Transit Authority, The National Hispanic University, Olmsted Medical Center, The Freeman Companies, Northeast Utilities, Banco Popular, EDiS Company, ELANCO (Division of Eli Lilly), Kaiser Permanente, FLEETCOR Technologies, Pegasus Solutions, Banco Continental de Panama, Southern California Edison, Cousins Properties, Navy Federal Financial Group, Hospitality Risk Controls, Manheim, Angelica, Cannon Company, The College Board, and Compass Bank.
About the Monthly Dinner Meetings
The PMIWDC Monthly Dinner Meetings are held at the Sheraton Tysons (8661 Leesburg Pike, Tysons, VA 22182), typically on the second Tuesday of each month (subject to change due to holidays and venue/speaker availability). Members and non-members are welcome to join us for the best speakers and networking the Washington, DC area has to offer.
The presentations are educational and informative to those professionals operating in the field of project management and functioning in leadership roles in industry and government. It is also of great value to those looking to step into the field of Project Management and begin their certification process. Each event will present specific learning points focusing on building a talent triangle of technical, leadership, and strategic and business management skills, unique to the presenter's area of expertise and the subject matter discussed while directly relating to improving the practice of managing projects and leading others. At each Monthly Chapter Event certified PMPs can earn 1 Professional Development Unit (PDU).