Send Profits Soaring With Positive Customer Experiences (HRM508K)

Customer Loyalty Secrets: The information you must know to keep your customers coming back for more!

Customer loyalty is critical to profitability. It costs 6 to 30 times more to get a new customer in the door than it does to keep the ones you already have moderately happy. So why do so few companies have a strategic plan for keeping customers? And how come hardly any take the time to define what the “Customer Experience” needs to look like in order to differentiate their company from the competition?

What does your company’s retention plan look like? If you don’t have one, where do you start?

Fear not — help is on the way! Join customer loyalty expert JoAnna Brandi as she shares proven techniques for creating a more positive customer experience. This interactive, 60-minute audioconference reveals what it takes to develop a solid customer service team and how positive customer experiences benefit everyone. Here’s a sample of what you’ll discover:

• Why defining the “Customer Experience” is vital to your company’s future.
• The proven keys to customer satisfaction, loyalty and retention.
• Think you’ve won when a problem customer backs down? Wrong! How you resolve a problem is just as important as closing the complaint.
• Consistently deliver a level of service that anticipates and exceeds the customer’s expectations.
• Walking the walk: Why talking a good game about service isn’t enough.
• Risk of lost revenue is just the tip of the iceberg—the real impact of irate customers.
• What does a positive experience really mean to you and your customers?
  
• Don’t neglect the intangibles—what your customer perceives is as important as reality.
• The shocking truth about your staff’s service commitment — and the culture shift that can change it.
• And much more!

PLUS: Get immediate answers to your questions during the live Q&A session. It’s like having your own customer retention and loyalty guru on site!