Susan Hoekstra & Associates

Business Overview

Susan Hoekstra & Associates helps companies differentiate themselves by developing and implementing a customized service excellence program that transforms the organization. Susan has more than 25 years of hands-on business experience. She has worked with many industries, and was responsible for developing and implementing the service strategy at a $5 billion corporation the past eight years.

Solutions Overview

Susan wrote The Service Journey, a service strategy book, and offers customized client experience consulting, keynotes, and web-based and traditional service leadership and customer-service training. Specifically, Susan helps firms establish and implement service standards, proactive service initiatives, service measurements, and service reward and recognition programs designed to transform the culture of an organization.

Types of solutions offered

Professional Services

MarketPlace

Global Customer Experience Management (CEM) Certification Program

[May 30-31, Frankfurt; July 25-26, Hong Kong] An internationally recognized program with proven track record of success - being run for 34 times in 13 cities with attendees from 50 countries, the program is developed based on the U.S. patent-pending Branded CEM Method which aims to drive customer loyalty and brand differentiation with quantifiable business results. Limited offer: USD300 early bird discount.

Join us on May 29th in New York City. Stuart Ryder, SVP, Mobile Research Lead for Ipsos IOTX & Roxana Strohmenger, a leading Forrester analyst, will be in attendance to share best practices and new trends in mobile market research.

[June 12, Sir Francis Drake Hotel] Gregson Siu, Vice President, Ariba Business Operations, Ariba and Bob Thompson, CustomerThink, will be in attendance to share best practices, new trends and latest research to help you develop your customer experience program.

Social Networking and sCRM International Congress in Colombia

[June 25-26, Bogota] Thirteen international thought leaders will present, from different perspectives, the trends, the uses, and the magic - as well as the reality - of Social Networking and how it impacts the way customers are doing/will do business.

Driving ROI With VoC

Walker has identified multiple ways to measure ROI – there is not a one-size-fits-all solution. This paper will address each and conclude with some recommendations to help B-to-B practitioners evaluate which ROI approach will work best for their particular business need.