We asked Claudia Rapkoch, Director, Corporate
Communications, NorthWestern Energy and Program Development team member to give
us some insights on how the Listening to
the Voice of the Customer came together.
The session is in the Communications
Track and is being held on Thursday from 1:30 – 3:00 pm.
What about
this topic motivated you to participate?
Claudia: It’s easy to fall into the trap of believing
you know what your customers want because you’re interacting (or communicating)
with them every day. But, interaction alone doesn’t provide the insight into
what might make a real difference to the overall customer experience.
Communication is a process that is far more dynamic and multi-dimensional than
what some might believe and the whole concept of “listening” tends to be shoved
aside when time and budgets are at a premium. As a communications professional
I’m pretty passionate about taking that extra step to incorporate the customer
into an overall cyclical process that is ever evolving and changing and the
best way to do that, in my opinion, is to take the time to listen to them. At a
time when people are at risk of becoming so disconnected because of technology,
I believe those utilities that perfect the art of human connection will have
the greatest success.
What are
you most excited to see happen during your session?
Claudia: I’m really looking forward to the discussion
with the participants. We all share the same basic challenges even though the circumstances
may be different. I really want people to learn not only from the
presenters, but to share their experiences through this discussion. As
presenters, we want to learn something too!
What would you like attendees to take
away from your session?
Claudia:
I really hope people find it time well spent. Yes, it’s only an hour-and-a-half
of the day, but I hope people leave feeling like the session was useful,
thought-provoking and relevant.
Thank you for your time
Claudia! We look forward to your session.
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