11th Annual Customer Experience Conference
Overview
Connecting Employees, Customers, Business Leaders through an Integrated Customer Strategy
February 2-4, 2009
Product quality alone is no longer enough to impress the customer. In fact, it is expected to be nothing short of excellent to even be considered among the hundreds of competitors. Businesses have to differentiate themselves in their customer experience to stand out in the marketplace. Companies that adopt an integrated customer strategy, mastering the art of listening to and engaging their customers, are able to forge the strong, long-term business relationships that produce bottom-line results.
Ideas for measuring and managing the customer experience have been articulated for years, but not all deliver results. At the Global Benchmarking Council’s 11th Annual Customer Experience, we will discuss those techniques that work. We will investigate the practices and systems businesses have used successfully to become more customer-centric, efficient and profitable.
The Global Benchmarking Council interviewed customer experience professionals from Fortune 500 companies to build an agenda that is applicable to you today. Topics on slate for the working conference include:
- Managing the customer experience from top to bottom and bottom to top of the organization and the implication for change management
- Understanding and utilizing customer behaviors and social trends to enhance solution selling and shape new product development
- Implementing innovative marketing tools to increase the impact of customer interactions
- Using technology to accelerate processes that connect customers to the business
- Utilizing the web and social networking forums to assess and to enhance the customer experience across channels in the organization
- Managing complaint tracking and using feedback to proactively affect new process standards that improve customer experience
- Developing measurement systems to better understand what triggers a positive customer experience
Please contact Shelley Alfred-Watkins at salfred-watkins@best-in-class.com or (919)767-9254 for more information or if you are interested in speaking at this event.
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