The Golden Triangle of Empathy, Insight, And Hope – Connecting What You Do To What Customers Want

• Most businesses see the world through their eyes not their customers eyes. This often leads to customers feeling like the business does not understand or "get them". As a result, businesses are missing an opportunity to emotionally connect and bond with their customers which is a key ingredient in building relationships. This talk will explore why this relationship is critical and how to build it.

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Organizational Improvement Using the Baldrige Framework

The Baldrige Excellence Framework is known globally as the most comprehensive, accessible, and cost-effective performance excellence assessment and improvement process available today. Yet few organizations take advantage of this proven methodology to assess and improve their operations. With supply chain instability, staffing shortages, and economic uncertainty battering organizations, there’s no time like the present to improve operational effectiveness and efficiency. In this session, leaders and quality professionals from any type or size of organization will learn easy to apply methods for using the Baldrige Framework to drive systematic improvement in your operations.

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