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J.D. Power and Associates held it's first Telecommunications and Utility Industries
Summit to present and discuss insights and issues bearing on Customer Satisfaction.
This one-day conference included local, long distance, wireless service, internet
service provider, cable, satellite and electric and gas utility clients focused
at the common goal of improving their customers' overall service experience
with their respective companies. Established along the same lines as the J.D.
Power and Associates International Automotive Roundtable, it is expected to
become a major conduit and forum for industry leaders, researchers and senior
executives to share their knowledge and obtain information on important industry
trends and activities.
During the January 2002 Summit, participants and speakers shared insights into topics such as:
Industry Speakers and Enhancing the Customer Experience Summit sessions feature speakers from both the telecommunications and energy industries, highlighting product and customer trends or lessons learned from other industries, while focusing on the ways companies have met or exceeded their customers' expectations. Authors whose books are relevant to the customer satisfaction experience are invited to speak at Summit meetings. At the invitation of Dave Power, Chairman of J.D. Power and Associates, Carl Sewell, author of Customers for Life, spoke at the 2002 Summit on the importance of developing customer relationships and gaining and retaining their trust. Summit industry speakers are carefully selected for their unique knowledge and ability to communicate current, practical and thought-provoking information. Pertinent activities and trends from outside the telecommunications and utility industries are also examined. This year's speakers' and topics were: • Madelyn Hochstein, President of DYG, Inc., on Changing Consumer Attitudes. Madelyn discussed changing trends in consumer viewpoints and their impacts on the consumer retail markets. • Soraya Hesabi-Cartwright, Executive Vice President of EchoStar Communications on Customer Service Initiatives. Soraya led a spirited discussion of cost-effective techniques employed by EchoStar in retaining customers and meeting and exceeding their service expectations. • Michael Koszalka, Marketing Director for PacifiCorp on Touch Points with the Customer. Mike discussed PacifiCorp's on-going efforts to identify, focus and measure the effectiveness of their customer communication's efforts. • Michael Greeson, Senior Analyst and Director of Broadband Research for
Parks and Associates on New Products and Services for Consumers. Mike covered
consumer product preference trends in the telecommunications and energy industries. Industry Analysis by J.D. Power and Associates Summit sessions also feature speakers from J.D. Power and Associates research, analysis and advisory services groups who provide their unique knowledge, counsel and information to members from the most current consumer-based research projects and studies. This year's speakers included: • Steve Goodall, President of J.D. Power and Associates, on Customer Satisfaction across Industries. Steve covered the trends, similarities, contrasts and lessons learned from J.D. Power and Associates' syndicated research across a number of industries. • Ron Conlin, Partner, J.D. Power and Associates on New Concepts in Loyalty Modeling. Ron covered J.D. Power and Associates' loyalty modeling experience and approach to retaining customers |
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