The Quality Productivity and Research Conference (QPRC) is an annual multi day event that draws top professionals in business, science, academia and government from around the world, to review the latest cutting edge ideas on improving quality, and to stimulate more interdisciplinary research in this area. Conference sponsors include General Electric, Raytheon, SAS Statistical Software, VMware, Minitab Stat-Ease and Meirss.
At 3 Day Blinds, we are excited that Jeff Miller, our Senior VP of Client Experience, was invited by QPRC 2012 conference organizers to share his ideas and experiences in a presentation entitled “Improving Customer Satisfaction Using a Proven Data-Driven, Customer-Centric Methodology”.
3 Day Blinds has a 34 year legacy of providing great products and service backed by a Limited Lifetime Warranty, but since joining 3 Day Blinds in the summer of 2010, Jeff has elevated the way we deliver client care to the hundreds of thousands of clients that have done business with us to “world class”, using the latest technology, combined with processes that require efficient follow-up to resolve issues, so that no stone is left unturned to live up to our core value of providing Superior Client Experiences. Jeff came to us from Global Experience Specialists (GES), a company with nearly a billion dollars in revenue, where he transformed their Client Contact Center to one that was JD Power & Associates certified.
Using 3 Day Blinds as a case study, Jeff took the conference delegates through a series of slides that outlined the methods he has implemented, which include surveying each client after every touch point (appointment scheduling, design consultation, installation and contact with client care), tabulating the data and giving his team the tools and technology to take action to resolve any issues that surface.
He shared data showing how the metrics have improved during his tenure, how the data helps managers across the company identify opportunities for improvement, and the team approach we take to solving these issues. He emphasized that success with these methods is only possible if everyone, including our board of directors, and senior management, buy in.
After his talk, he answered a dozen questions from the audience who wanted more information. “We were excited that Jeff Miller from 3 Day Blinds was part of our agenda, and able to share with us his real-life example of how data, combined with great technology, efficient processes and employee empowerment can greatly improve customer satisfaction, and how that leads to increased revenue for the company,” said Daniel Jeske, Professor and Chair of the Statistics Department of University of California, Riverside, and Chair of the 2012 QPRC conference.
“I am honored to have been chosen to speak at QPRC 2012,” says Jeff. “It was an exhilarating conference with many great speakers, and I enjoyed sharing best practices and information about emerging ideas and technologies related to quality and productivity with leaders from top companies and institutions from around the world.”
The session on Customer Service that included Jeff’s talk was organized by Terrance Callanan of Carestream Health, and also included two other outstanding speakers, Jim Bampos of EMC2 Corporation whose presentation was entitled, “How to Take a Fortune 200 Company and Make Satisfaction and Loyalty Matter,” and Li Guo, a PhD candidate at UC Riverside, who presented an overview of a paper related to her doctoral thesis written in collaboration with Dr. Daniel Jeske and Dr. Terrance Callanan entitled “Cumulative Logistic Regression Models with Ordinal Explanatory Variables: Application to Customer Care Metrics.”
Congratulations, Jeff, for taking the stage at an international conference attended by the elite professionals in your field, and knocking their socks off with your presentation on the world class service provided by you and your team to 3 Day Blinds’ clients!
To review our fabulous collection of custom drapes, shutters, shades and blinds and to experience our world class customer service, please call us at 877-614-3329, or click here. During our free in-home consultation, we’ll help you choose the right product for your home, provide guaranteed measurements, an on-the-spot quote, and arrange for professional installation.