Mechanical Engineering and Applied Mechanics
University of Pennsylvania
Tuesday, November 20th
Seminar: 6:00 PM
Wu & Chen Auditorium, Levine Hall
(5:30 PM: Reception in the Levine Lobby)
Extreme Customer Satisfaction
Maximizing Loyalty in a Commoditized Market
Rudy Vidal
Director of Extreme Customer Satisfaction
at Panasonic Corporation
Abstract
While holding the position of Director of Strategic Corporate Planning for Pasonic North America, Mr. Vidal developed a corporate-wide initiative to address the problem of differentiation in a commoditized market. The solution, aptly named Xtreme Customer Satisfaction, provides a systematic approach to developing brand differentiation and loyalty, helps quantify the relationship between customer satisfaction and revenue, and provides the necessary corporate culture tools to create sustainable change.
In this methodology Mr. Vidal asserts the key differentiators to be Product Design and Customer Touch-point Management, both driven by a sustainable culture of Extreme Focus on Customer Expectations. "As we work to master our chosen area of expertise, Integrated Product Design, Business Management or Operations, it is imperative we understand how each can add value to the customer experience. Lacking this focus, we would be wise to stay away from the marketplace, lest we add to the epidemic problem."
Mr. Vidal is currently in charge of the resulting XCS Division and manages the customer experience at all major touch points to ensure Xtreme Customer Satisfaction throughout the organization.
Come and discuss the role Integrated Design and Management