From Now to Wow! Improving Your Customers’ Experiences

August 19, 2020 | 10 am CT/ 11 am ET

For most organizations improving customer service is a strategic priority. While customer-facing team members engage in the bulk of customer transactions, they are not the only associates who determine customer satisfaction.


In fact, every associate—from the CEO to the new intern—has the ability to impact customer satisfaction because their decisions impact internal customer satisfaction. Improving the customer experience requires an organization-wide approach and participation from all team members. In this session, Innovia Customer Engagement Specialist Mary Malone, MS, JD, will introduce a key concept that can be used as a shared starting point for all these conversations: E= G plus SS.

Join this free webinar with Mary as she offers:

  • A quick look at customer survey data – we’re all doing a good job
  • What it means – From Now to Wow?
  • A cursory look at NPS (Net Promoter Score)
  • The difference between intent and outcome
  • How to put E=G+SS to work for you

Mary brings more than three decades of experience using survey data, process improvement, leadership development, and a sense of humor to improve customer and employee satisfaction/engagement in several hundred organizations.

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About the Presenter:

Mary Malone

Mary Malone

Mary Malone, MS, JD, is a Customer Engagement Specialist at Innovia Consulting. She is a well-rounded strategist, hard-wired for execution. She has experience in a range of roles, including operations, customer service, marketing, sales, and strategy, including senior leadership positions in two start-up survey data companies. Mary describes herself as "a data-geek and culture-freak," with a customer-centric ethos and bias for action. An experienced mentor, she passionately strives to develop the talents of her team members and to be a servant-leader.