Using Voice of the Customer to Drive Customer Engagement

• Trying to grow your business?
• What does voice of the customer mean to your company or clients?
• Do you ask your customers about your service and capabilities?
• Wondering how you can keep your customers engaged with you?

Our Hosts:

Steve Church, Chief Business Development and Process Officer, Avnet

Steve Church leads the Avnet's global efforts in applying a philosophy of process and system improvements to achieve cost savings, decrease cycle times, enhanced customer service and overall operational efficiencies. His role was expanded in August 2010 when he was named as the executive leader for the Avnet Logistics Services business unit within Avnet Logistics. This group offers a broad range of services from reverse logistics to programming, supply-chain management and logistics consulting to the broader technology market.

Mr. Church served formerly as chief human resources development officer, where he used his skills in strategy development, execution and team-building to carry forward a solid program of people development and became well known as a strong advocate of employee engagement. Before taking on human resources and organizational development, he was president of Avnet Electronics Marketing, Americas and co-president of Avnet Electronics Marketing, Global. Earlier in his career he held positions within Avnet such as vice president/Southwest area director for Hamilton Hallmark and vice president of corporate marketing for Hamilton Hallmark.

Noah Grayson, Principal, Senior Vice President, Consulting Services

Mr. Grayson is focused on the development and execution of strategies designed to enhance Walker’s position as a global leader in customer strategy consulting. Noah leads Walker’s strategic accounts team and directs Walker’s efforts in the area of business impact consulting. Walker helps companies protect and grow their business by leveraging the perspectives of their customers. Building on Walker’s strong reputation for quality decision-making information, the consulting teams work with business leaders to develop fact-based recommendations and strategies to help drive business performance.

Mr. Grayson has been a Walker associate since 1991, and he has gained significant experience in helping companies deploy customer-focused strategies. He works with a variety of clients and has specialized in long-term client relationships in the communications and technology industries, including computer hardware and software, networking, communications services and electronics distribution. He also has experience in a variety of other industries including advanced manufacturing, utilities, and mobile devices. He currently serves on the executive advisory board for the Miller College of Business at Ball State University and the advisory board of Six Degrees of Carmel, a community service organization in Carmel, IN.

BMA Members: $20, Non-Members: $40