Creating the Customer Experience and Enhancing Your Customer Loyalty

About the Workshop

Creating positive emotional engagements with your customers drives loyalty. In this workshop, you will learn from top organizations which have achieved above average customer loyalty by establishing a vision and service culture that focuses on the “WHY” for both their employees and customers. You will identify your own touch points that can have a major impact on your customers and be able to identify your own key words and key times to create an overall service excellence experience.

After this workshop, participants will be able to:

  • Describe the importance of creating an emotional engagement
  • Identify key touchpoints in your service delivery
  • Define and utilize “key words at key times” to drive outstanding customer service


About the Facilitator
Leadership Johnson County

Steve Wohlford is a Leadership Advisor for the Indiana Department of Child Services (DCS) and is thrilled to be working with leaders throughout the state in inspiring and engaging them to model and reinforce purposeful, worthwhile work that can lead to overall safety, stability and permanency for Indiana children and families. He has more than 25 years health care management and executive leadership experience in both for-profit and non-profit sectors with an enduring record of strategic growth, service excellence, quality enhancement, competitive market share development, and physician integration strategies. Prior to working at DCS, Steve was the Chief Operating Officer at Johnson Memorial Health. He received his undergraduate degree at William Jewell College, Liberty, Missouri, and his MS in Administration from Central Michigan University. 

Leadership Johnson County

Leadership Johnson County

Image for Creating the Customer Experience and Enhancing Your Customer Loyalty


October 26, 2023


9 a.m. - Noon


$59 per person LJC and Franklin College alumni, Franklin, Aspire and Indy Chamber members; $69, general public


Johnson County Armory
325 Minuteman Way
Franklin, Indiana 46131

Leadership Champions Plus

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