75 Minute Session - Jody Schrandt
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Lesson Learned:

How a Beautiful Customer Strategy Can Go Down in Flames

Using the experience of several real-world lessons, I will present a story/case study of a cable company who had a brilliant strategy for completely revamping its new customer installation process - only to watch the execution on that strategy fail for a number of reasons:
1. The formulation of the strategy only minimally included front line input (particularly employee) - LEAD
2. The strategy did not translate clearly to specific actions, tasks and goals - PLAN
3. Program lacked proper incentives to achieve behaviors and results - THINK
4. Leaders didn't get total buy-in across organization – ACT

The story will include the lessons learned in each of the points of failure, and how proper methodology would have bridged the gap. In the end, the strategy itself was not fundamentally flawed, but its poor execution took a perfectly good strategy and obliterated it.

 

 FRIDAY, MAY 11, 2018

2:15 PM - 3:30 PM



JODY SCHRANDT - Veriquest Partners

Jody Schrandt is a partner in Veriquest Partners, an executive coaching and strategy consulting group. Jody is an accomplished business leader, speaker, trainer and executive coach. He has led both large and small organizations to achieve a variety of customer experience awards while attaining exceptional operational results. Jody has focused as a leader and consultant on leadership development, team dynamics and translating strategy to tactical results. Jody is a certified trainer of Ken Blanchard’s Situational Leadership program, and an Authorized Partner of Wiley’s Everything DiSC and Five Behaviors of a Team programs. He is a Certified Customer Experience Professional (CCXP) by the Customer Experience Professionals Association (CXPA). He will be sitting for ASP’s SMP designation in November. He has worked with such companies as Bright House Networks, Charter Communications, H&R Block, U.S. Cellular, Ernst & Young and the Federal Reserve Bank of St. Louis.

 
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