Understanding the emotional factors that drive purchasing decisions and customer loyalty are key. It is not enough to be scoring 4s out of 5 on your Customer Satisfaction Surveys. As many of you know, solid scores in this area do not necessarily correlate to repeat business. It’s about moving beyond demographics and geography to knowing how your customers really are and what is important to them. Customers today want consistency across all touch points, strong branding and an experience that is exciting, engaging and effortless.
Customer Experience – Achieving Competitive Advantage In Today’s Financial Climate will examine case studies from innovative market leaders. By attending you will have the opportunity to hear cutting edge case studies including:
- Practical lessons in the role of recruitment and retention within customer experience
- Case studies on the importance of establishing cultural environments that facilitate this process
This conference is being designed specifically for:
Senior level managers with the following titles:
- Head of Customer Experience
- Head of Customer Loyalty
- Head of CRM
- Head of Call Centres
- Head of Brand Management
- Head of Online
- Head
of Customer Strategy
