Friday, June 2, 2017

Voice of the Customer (ACC) Workshop for Briefing Professionals

Start Date: 6/2/2017 9:00 AM EDT
End Date: 6/2/2017 3:00 PM EDT

United States 

“Voice of the Customer”
Workshop for Briefing Professionals
Held at Verizon’s Innovation Center in Waltham, MA
June 2, 2017 9 AM to 3:00 PM 

Click here to Download Registration Form

Are you looking for ways to enhance how you capture and communicate customer insights? Does your professional development plan include completing the ABPM competency courses*? Join us for a regional day of training, networking and exchange. Colleagues will share best practices that can help all participants start a conversation with their briefing team to develop or enhance a comprehensive Voice of the Customer strategy as defined in the Characteristics of World Class Briefing Programs.

Register now, for Voice of the Customer, an ABPM Competency Curriculum workshop being offered in the Boston Area on Friday, June 2nd. Your presenter will be EBP expert and consultant Ellen Barnes Pfiffner. This interactive workshop is for all Briefing Professionals and Facilitators who want to develop or strengthen the ways they capture and disseminate VOC information. You will receive ABPM ACC credit for your participation.

We will be meeting in the award winning Verizon’s Innovation Center in Waltham. Antonia Lopez, Program Manager, Verizon Innovation Executive Briefing Centers - East & West and her team are providing the meeting space, a tour of the Center and overview of their program. The Verizon Innovation Center is located at 50 Sylvan Rd, Waltham, MA 02451.

Join us to develop and strengthen actionable best practices for your Center’s “listening post” that capture and disseminate Voice of the Customer information. Note: To ensure your goals are met, each participant will be asked to complete a short pre-workshop survey.

  • Importance of VOC and the “linkage” with the ABPM’s World Class Characteristics
  • VOC and how it relates to customer satisfaction and loyalty measures
  • Best Practices - Capturing VOC in your briefing program
  • The EBC as the company “listening post”
  • Building the VOC process in your company
  • Critical success factors and potential pitfalls of VOC for EBCs
  • Next Steps

Course Deliverables
You will receive a copy of the presentation slides, VOC articles and a Certificate plus ABPM ACC credit for your participation.

Complete the registration form ASAP and return to Ellen Barnes Pfiffner at: The workshop is being offered at an early-bird fee of $600 per person. Bring a colleague from your company and both of you can attend for $1000 if registered before May 20th! Late registration will be $750 or $1350 for two.

For more information, contact EBP Business Consulting  1 214-789-3571