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Mastering Moments-of-Truth: Customer Experience Series (MFG652A)

Presented By : Jeff Israel
(*) Single User Price. For multiple users please call 1-800-223-8720
Pre Recorded Webinar
60 minutes
  •  Tue, August 11, 2015
Event Description
See the sneak peek before you buy!
 

Know How to Create a Great Customer Experience by Understanding the Pain-Points of Customers.

A critical key for creating a great customer experience for customers is a comprehensive understanding of customer pain-points; what customers value; and the opportunities to create customer delight. The first step is to identify the transactions and customer interactions that have the greatest impact on customer satisfaction and loyalty. Companies can grow customer goodwill by consistently meeting and exceeding critical customer expectations and requirements while simultaneously eliminating customer dissatisfaction that results from service delivery problems.

This session by expert speaker Jeff Israel will help you:

  • Learn an approach that creates and accelerates momentum to overcome resistance to change.
  • Take an important step to demonstrate your commitment to help employees succeed in serving customers better.
  • Gain clarity on current practices that drive customers away and are putting your organization's reputation at risk.
  • Improve your understanding of customer requirements and expectations.
  • With a few basic concepts, grasp how your organization can pursue an excellent service culture.

Get answers to these questions:

  • Which mindsets can transform your organization's service culture?
  • What are the pain points which are a primary cause behind customer dissatisfaction and defections?
  • How do we stop causing customer pain?
  • What are the most critical roles for frontline employees and their managers?
  • How can we better engage employees and help them create customer advocates?
  • What is a customer journey map and how can you create one?

Who Should Attend

Anyone who sees the need or opportunity for their organization to get closer to the customer and improve customer satisfaction and the customer experience should attend. Formal roles likely to benefit include:

  • Customer service, customer experience and marketing professionals
  • Leaders and managers of service improvement initiatives
  • Leaders and managers of customer feedback & Voice of Customer systems
  • Quality professionals, including Six Sigma practitioners
  • Leaders looking to improve employee engagement
About Our Speaker(s)

Jeff Israel, Manufacturing Trends ExpertJeff Israel
Jeff Israel is the founding Principal of SatisFaction Strategies LLC, a consulting firm founded in 1991. SatisFaction Strategies specializes in customer-focused transformation, training, facilitation and satisfaction measurement. He has thirty years' experience with satisfaction measurement surveys and service quality ... More info

 
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    Event Title: Mastering Moments-of-Truth: Customer Experience Series
    Presenter(s): Jeff Israel

 
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