Pics & Takeaways: DMP Executive Roundtable Ripe With VOC

The biannual event excels at creating a voice-of-the-customer forum, helping DMP and its partners hone their product and service offerings.

Pics & Takeaways: DMP Executive Roundtable Ripe With VOC

DMP hosted its semiannual Executive Roundtable Feb. 21-22 in Tucson, Ariz. The next roundtable will be held Oct. 3-4 in Richmond, Va.

Lots of security companies — both installing security contractors and manufacturers alike — talk a big game about being customer-centric. Voice of the customer (VOC) is oftentimes referenced as a key ingredient to proving their client connection mettle.

While VOC can take many forms and formats, the overarching goal is to ascertain the expectations, likes and dislikes of your customers. This can be accomplished by gathering and analyzing their insights and pinpointing trends and strategies to improve the customer experience.

Essentially, a successful VOC program provides your customers a voice within your organization. A great example of just such an endeavor occurred recently in Tucson, Ariz., where DMP hosted an installment of its twice-yearly Executive Roundtable for dealer partners. These forums are attended by owners, senior management and sales & marketing managers, as well as DMP executive leadership, including Owner and President Rick Britton.

Attendees participate in industry-related presentations and follow-up discussions on best practices across a range of topics. Its fruitful ground for DMP to make deep connections with its dealer customers, but also for dealers to connect with each other. The manufacturer continues the dialogue and interaction on a private Facebook group, DMP Dealer Techs & Sales, where participants can connect and post feedback, new ideas, questions, discuss projects and more.

In this image gallery, you’ll get insights and takeaways from just some of the presenters in Tucson, including John Loud of LOUD Security discussing company culture, Eric Garner of Mountain Alarm (newly acquired by Pye-Barker) on building a stronger company, DMP’s Mark NeSmith on how to combat attrition, and much more.

The next DMP Executive Roundtable will be held Oct. 3-4 in Richmond, Va.

About the Author

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Although Bosch’s name is quite familiar to those in the security industry, his previous experience has been in daily newspaper journalism. Prior to joining SECURITY SALES & INTEGRATION in 2006, he spent 15 years with the Los Angeles Times, where he performed a wide assortment of editorial responsibilities, including feature and metro department assignments as well as content producing for latimes.com. Bosch is a graduate of California State University, Fresno with a degree in Mass Communication & Journalism. In 2007, he successfully completed the National Burglar and Fire Alarm Association’s National Training School coursework to become a Certified Level I Alarm Technician.

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