FED Global Thought Leadership 2018

Measuring Customer Experience to Build Loyalty and Drive Growth

That which is measured is more likely to be achieved. And with today's advanced analytics, almost anything can be measured. In this session, you will learn about the Net Promoter Score: what it is, how can you use it to predict growth, and how it enables your organization to continuously improve your customers’ experience.

Lucy McQuillan, Executive Vice President of Global Sales, Alto-Shaam Inc.

Lucy joined Alto-Shaam in 2015 to lead the global sales, culinary and product management teams with a focus on ensuring that Alto-Shaam customers receive the highest level of service and support before, during and after the sale. Lucy also serves as an active executive team leader and board member, driving corporate growth strategies. Prior, Lucy held various sales, product management and marketing roles for more than 20 years with IMI plc & Cornelius, a supplier of beverage dispensing equipment. There she developed commercial excellence programs across five divisions, including process and people improvement programs with the global sales team, and implemented customer satisfaction and loyalty-building programs.