Vivian Blade

Vivian Hairston Blade is Founder, President & CEO of Experts in Growth Leadership Consulting, LLC (EiGL Consulting, LLC). As a Lean Six Sigma Master Black Belt, she ran the Customer Experience program for GE's Consumer & Industrial division. She was successful in improving operations and product offerings, which resulted in over $20m increase in revenues and significant increases in cost productivity.

Through consulting, training and speaking, EiGL Consulting helps companies get a deep understanding of needs and pain points in their customer relationships (internal and external), and then works with them to improve those important areas of their operations that drive customer dissatisfaction and diminish customer loyalty. EiGL Consulting also works with companies to integrate a service leadership culture, focused on core values and employee development and training.

Please visit www.eiglconsulting.com for more information.

As any Process Excellence leader would know, leveraging customer satisfaction feedback is crucial for initiating effective process improvements within an organization. To ensure successful process improvements, organizations must put in place metrics that accurately measure what their customers value. This article, first published on Customer...Full Article »