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Gemba is a Japanese term meaning “the real place”. In business, gemba refers to the place where value is created. The gemba walk retraces the steps taken by the customer during their journey. It is an activity that takes management to the front lines and customer contact points in search of inefficiencies, waste and opportunities for improvement.
Join us for this valuable look at what can be achieved when you put yourself in the shoes of your customer, whether they be internal or external customers.
Most of us spend a good deal of our time focused on the customer experience for our external customers. Taking a gemba walk with these customers in mind, might reveal outdated or customer-frustrating policies, inconsistencies between the online and the brick & mortar experience, fulfillment delivery misaligned with customer expectations and self-service support that is anything but.
But few of us have really cracked the code on how to understand and engage effectively with our internal customers. How can we ultimately serve our external customers by planning and solving for issues more effectively with our partners in Quality, Marketing and Sales? Getting our internal partners to take the gemba journey with us is a powerful way to get that message across.
So, how does one get started on a gemba journey? As a participant of this webinar we’ll provide you with an overview of gemba and a checklist of some key areas within the consumer relations function that deserve a closer look. We’ll also highlight some tactical approaches to building a stronger working relationship with our internal customers.
Find out what brands like Dollar Shave Club and others have done by walking a mile in the customer’s moccasins and how helping internal customers to go to “the real place” will ultimately result in great customer experience. Presenters:
- Tom Asher - VP and General Manager, The Action Company
- Shelley Elkins - Director of Member Services, Dollar Shave Club
- John Stieger, Chief Marketing Officer - Wilke Global