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:
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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:
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