Webinars

Increasingly, experience is the differentiator that customers use when making purchase decisions. This makes customer advocates—people who recommend your business—very important. While knowing who your advocates are is valuable, understanding how to create more leads to growth. At this executive web seminar, you will learn how moving beyond measuring to actively creating customer advocates will yield significant business results.

Join Syed Hasan, ResponseTek CEO, and:

What you think is important to your customers may be different from what they think is important. Worse, being off the customer mark is likely costing you money. At this executive web seminar, you will learn how understanding the customer lifecycle can help you deliver what is important to your customers, improve their experiences, and increase their advocacy.

Join us and:

• Discover where gaps between the experiences a company and its customers think are important most often occur
• Learn how those gaps affect customer expectations
• Hear real results from identifying and closing expectation gaps
• Receive an action checklist for understanding your own customer lifecycle

 

Too often, customer experience information gets trapped within independently-acting departments, never making it to employees who are empowered to improve the delivered experience. Identifying who should get what information and how frequently they should get it is a critical step to deploying Customer Experience Management. At this executive web seminar, you will discover strategies to get the right information to the right people at the right time.

• Hear the risks that come with getting some—or none—of your customers’ feedback
• Learn how to prepare different people in your organization for acting on customer experience information
• See examples of tactical methods to ensure that employees receive the right information to deliver exceptional customer experiences

Your contact center is a critical customer interaction channel and an opportunity to deliver an exceptional customer experience. But do you know if your customers are hanging up as advocates or opponents?

Join us and:

• Discover how CEM can help you pinpoint where the experience delights or disappoints your customers
• Learn what to do with that information to achieve consistency in your contact center experience
  
• Hear how ResponseTek customers use CEM to engage their contact center employees and create customer advocates

Incorporating the voice of your customer into your business requires more than just reading customer comments. Attend this session to learn new ways to excite your employees about the experiences they deliver and integrate customer feedback into employees’ routines.

Join us and hear examples of how other companies have energized their employees using customer feedback.

One of the biggest challenges for companies engaging in customer experience management is closing the loop with their customers, yet this step has a critical impact on a customer’s perception of a company. In this session, learn what information is most important for customers to hear, and when to use one-to-one and one-to-many communication when closing the loop.

In this web-seminar you will:

• Discover the right time to connect with your customers
• Learn how to close the loop with customers.