Beyond the Headlines with MRIA Ottawa on June 14

At the Marketing Research and Intelligence Association's Ottawa Chapter we are exploring "Beyond the Headlines" with this "Open Forum with Leading Researchers and Journalists."

Researchers have been busy discussing the merits of different methodologies while journalists are working to make sense of an unfolding and shifting world.

Journalists work in the pursuit of fact and truth so that Canadians have the information they need to make choices for themselves and understand the world in which we live. Researchers like to think that “polls strengthen Canada’s democracy by giving voice and influence to Canadians on products, services and issues that directly affect their lives.”

Hear from some of Canada’s leading voices through presentations and an interactive panel discussion. This forum will give participants ample opportunity to ask their own questions and discuss implications.

June 14, 2012 in Ottawa

Early bird: June 5

Detailed forum information

Panelists: Michael Adams, Frank Graves, Glen McGregor

Greg Lyle

Eric Grenier

Customer Service - getting it right

My love for my Subaru and my Subaru dealership is well known and often mocked by my friends and colleagues...

But great customer service is one of the pillars of consumer loyalty, and there is no question as to which car dealership I'll go out of my way to use.

So, what makes the customer experience so good?

1. Friendly, helpful, human staff. When you call the dealership, your call is answered by a live, friendly, bilingual receptionist. She or he transfers you to a live, friendly and knowledgeable member of staff in the appropriate department. No voicemail unless you call after hours.

2. There are no stupid questions. Go ahead, ask them where the block heater is or how to open the frozen gas cap door. They listen to every question and make sure they answer each one and that you understand the answers.

3. Feedback and Follow up. After every service call, I get a short automated survey call to ensure I had a good experience and that I was satisfied with my service call. Subaru compiles this information and uses it to train staff. When I wasn't happy, they called back immediately and went above and beyond to made the situation right.

4. Living the brand. Subaru is known for safe, practical cars and kicking butt in rally events. Take the shuttle and you get a personable, calm driver who quietly and efficiently navigates traffic and alternative routes to get you to and from the dealership on time.