Service Quality Conference

It’s hard to believe, but the Service Quality Division is celebrating their silver anniversary in 2016. The Division was formed in 1991, and since this time has been focused on delivering a variety of benefits to our members, including our Service Quality Body of Knowledge (SQBOK), scholarships, and annual conferences. Trying a slightly different approach this year, the team identified a key theme that our benefits are centralized on. Based on feedback from our Members, and being a milestone year, we landed on Customer Experience Evolution.

There have been significant changes in this area, including a shift from “customer satisfaction” to “customer experience”. If you haven’t yet benefited from this approach, I would encourage you to take a look at our Competitive Advantage newsletters, and consider joining us at our 2016 Annual Conference in Chicago, IL, where we will be wrapping up our Customer Experience Evolution theme, and introducing our focus for 2017.