The Minnesota Governor's Council on Developmental Disabilities
mn.gov/disability-mn
Providing information, education, and training to build knowledge, develop skills, and change attitudes that will lead to increased independence, productivity, self determination, integration and inclusion (IPSII) for people with developmental disabilities and their families.

4. Quality: Customer Experience

Bill Harreld:
What is customer experience? Customer experience is what they're learning from what they work with us, what they're doing when they work with us. And how is it related to the… marketing and promoting… on existing products and services? They learn from what we learn from the customer about their ongoing relationships with their customers, and with their suppliers.

So it's a total understanding of our customer in every aspect of their business as it relates to their customers, and their suppliers, and the services that they may be providing. We understand the customer's industry and understand their emerging new needs, requirements and expectations within their industry, so that we can cooperate with them and we can provide support to what their needs might be.

That's basically the experience. What's their… world like? What's their life like from day to day? Once again, we're using that experience, customer experience, to identify "What are the specific designs and improvements that we can provide to help meet the customer's… make that customer's experience better than what it is today?"

Or it could even be meeting a new emerging need that they have where we would design something new to meet what they need, what's coming down the way.

Narration:
When a business engages its customers by responding to their preferences and behaviors, those customers will be loyal to the business. Customers will recommend the brands and advocate for the product offerings of a business that engages them.

Bill Harreld:
Customer loyalty is the customer having the confidence in our organization to continue the business with our organization. They're confident of it, we're providing them what they need and how they need it, providing perfect quality and meeting the customer's current and future needs, requirements, and expectations - those are the things that drive the loyalty of a customer. They like to believe that they're truly related to us, and we're truly relating to them, and complete on all aspects of their business and our business.

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Administration Building   50 Sherburne Avenue   Room G10
St. Paul, Minnesota 55155
Phone: 651-296-4018   Toll-free number: 877-348-0505   MN Relay Service: 800-627-3529 OR 711
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The GCDD is funded under the provisions of P.L. 106-402. The federal law also provides funding to the Minnesota Disability Law Center, the state Protection and Advocacy System, and to the Institute on Community Integration, the state University Center for Excellence. The Minnesota network of programs works to increase the IPSII of people with developmental disabilities and families into community life.

This project was supported, in part by grant number 2401MNSCDD, from the U.S. Administration for Community Living, Department of Health and Human Services, Washington, D.C. 20201. Grantees undertaking projects with government sponsorship are encouraged to express freely their findings and conclusions. Points of view or opinions do not, therefore, necessarily represent official ACL policy.

This website is supported by the Administration for Community Living (ACL), U.S. Department of Health and Human Services (HHS) as part of a financial assistance award totaling $1,152,808.00 funded by ACL/HHS and $222,000.00 funded by non-federal-government source(s). The contents are those of the author(s) and do not necessarily represent the official views of, nor an endorsement, by ACL/HHS, or the U.S. Government.