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October Classroom Connect: "The Voice of the Customer"
Classroom Connect is the LGBT Chamber?s educational series and part of the Rainbow Connection Programing. Classroom Connect is sponsored by our platinum member HCA Healthcare/TriStar Health. This sponsorship allows this program to be open to anyone interested, both members and non-members.
Join us for this complimentary webinar ?The Voice of the Customer: Customer Feedback and Quality?.
Learn how to gather critical feedback from your customer and action on the insights to increase retention and sales. This Classroom Connect applies to you if you have customers in the traditional sense, or if to you, ?customer? means member, donor, employee, or volunteer.
Once you know the best method for capturing feedback and the right questions to ask, you will gain valuable insights to guide your process improvement initiatives and your best practices roadmap.
This one-hour, interactive session will cover:
When and how to get feedback
Cost-effective methods to capture feedback
Net Promoter Score (NPS) methodology
Segmenting customers based on feedback to leverage your promoters and detractors
Thursday, October 22
11 AM CT
Amy Cheng is a changemaker who has improved customer experiences around the world by galvanizing people to take action on customer feedback. She consulted at the company that co-developed the Net Promoter Score (NPS) and has a deep understanding of how to move teams from data to action.
For the past 20 years, she worked with B2C and B2B companies such as AAA, Volkswagen, VMWare, Symantec, and Optum to continually listen to customers and fix areas that will delight and deepen relationships. She uses action workshops and lean six sigma techniques to uncover the root causes of friction and activates teams to prioritize fixes. Most recently, she led the Voice of Customer program at Macys.com where she designed a "closed-loop process" to improve Customer Satisfaction (CSAT) and NPS on the app, mobile web, and desktop.
Amy received an MBA from UC Berkeley's Haas School of Business and a B.A. from the University of Virginia. A native New Yorker, Amy has worked in San Francisco, London, Barcelona, and Jakarta. She lives in Nashville with her son, husband, and mother. Amy enjoys both hustle and nature and has globe-trotted to 70 countries and counting.
Donna is a customer experience expert with over 20 years of handling customer complaints and measuring Net Promoter Score. She was recently named Site Manager, User Support at TikTok.
Previously she was Director of Service Quality & Learning Experience at Postmates. While at Change Healthcare, she was one of the founders of SPEAK - their diversity & inclusion program serving over 5,000 onsite and remote employees.
At the Chamber, Donna has served on the board for four years and was board vice president in 2018 and 2019. As Membership Committee chair for the Chamber, she successfully ran our #driveto300 membership campaign in 2018 putting us in a position to win additional grants and the coveted Chamber of the Year awards.
A born and bred New Yorker, Donna has been a Nashville resident for over 20 years, always active in the community through board service including The Belcourt Theatre, CABLE, AMA-Nashville Chapter, and through event work for Nashville CARES and Nashville Humane Association.