February 19th Luncheon Redefining the Customer Experience: Putting Your Team First
It has been said that customers always come first, while that is a lofty goal, the first priority should be our team so they can create an incredible customer experience. If you have a happy team, they will naturally produce happy customers. We’ll walk through on-boarding processes that help engage team members from day one, steps to take to empower your team to delight your customers and how to develop a work family culture. With more technology than ever before, we live in an isolated world which was only magnified with the pandemic; by creating meaningful experiences for both your customers and team, you’ll leave with customers singing your praises. If we focus on experiences rather than things, customer & team satisfaction will increase exponentially!
Susan DeGroot, MBA has been in health care for over 16 years and has had roles ranging from insurance billing to human resources and currently serves as the Executive Director of Vance Thompson Vision - Bozeman. Susan enjoys creating memorable experiences for team members and patients. Susan loves deep conversations, being an Aunt to many kiddos, international medical mission trips and is on a quest to visit all 50 states. Among her family and friends, Susan is most known for her contagious laugh, willingness to tackle any challenge and a deep affection for coffee and wine.
Speaking Experience:
● Speaker at multiple national ophthalmology conferences
● Speaker at local Annual Education Symposium for regional optometrists & their teams
● Speaker at Gallatin College Allied Health classes
It has been said that customers always come first, while that is a lofty goal, the first priority should be our team so they can create an incredible customer experience. If you have a happy team, they will naturally produce happy customers. We’ll walk through on-boarding processes that help engage team members from day one, steps to take to empower your team to delight your customers and how to develop a work family culture. With more technology than ever before, we live in an isolated world which was only magnified with the pandemic; by creating meaningful experiences for both your customers and team, you’ll leave with customers singing your praises. If we focus on experiences rather than things, customer & team satisfaction will increase exponentially!
Susan DeGroot, MBA has been in health care for over 16 years and has had roles ranging from insurance billing to human resources and currently serves as the Executive Director of Vance Thompson Vision - Bozeman. Susan enjoys creating memorable experiences for team members and patients. Susan loves deep conversations, being an Aunt to many kiddos, international medical mission trips and is on a quest to visit all 50 states. Among her family and friends, Susan is most known for her contagious laugh, willingness to tackle any challenge and a deep affection for coffee and wine.
Speaking Experience:
● Speaker at multiple national ophthalmology conferences
● Speaker at local Annual Education Symposium for regional optometrists & their teams
● Speaker at Gallatin College Allied Health classes
It has been said that customers always come first, while that is a lofty goal, the first priority should be our team so they can create an incredible customer experience. If you have a happy team, they will naturally produce happy customers. We’ll walk through on-boarding processes that help engage team members from day one, steps to take to empower your team to delight your customers and how to develop a work family culture. With more technology than ever before, we live in an isolated world which was only magnified with the pandemic; by creating meaningful experiences for both your customers and team, you’ll leave with customers singing your praises. If we focus on experiences rather than things, customer & team satisfaction will increase exponentially!
Susan DeGroot, MBA has been in health care for over 16 years and has had roles ranging from insurance billing to human resources and currently serves as the Executive Director of Vance Thompson Vision - Bozeman. Susan enjoys creating memorable experiences for team members and patients. Susan loves deep conversations, being an Aunt to many kiddos, international medical mission trips and is on a quest to visit all 50 states. Among her family and friends, Susan is most known for her contagious laugh, willingness to tackle any challenge and a deep affection for coffee and wine.
Speaking Experience:
● Speaker at multiple national ophthalmology conferences
● Speaker at local Annual Education Symposium for regional optometrists & their teams
● Speaker at Gallatin College Allied Health classes