- Stop asking the customer to repeat information. This includes asking them to repeat identifying information already keyed in while listening to prompts.
- Stop having all employees greet the customer when entering a store. Let one do it and then stop.
- Stop being oblivious. Get your team to recognize current customers. Encourage them to check the database and acknowledge the customer specifically.
- Stop being scripted. Customers want a real person delivering sincere service. Allow your team to build a relationship and use judgment.
April 9-11 2014
The Total Customer Experience Leaders Summit is an event that showcases B2B and B2C trends, insights and best practices for designing, measuring, aligning and communicating your customer experience strategy to ensure business relevance.
A Three Day Conference Experience Featuring NEW Topics:
- User Experience Design
- Design Research & Methods
- Redesigning a Program
- Analyzing VOC
- Design Thinking
- Loyalty Measurement
- Data-Rich Insights & Analytics
- Big Data Initiatives
- Social Media Engagement & Feedback
- Customer Insights
- New Technologies & Methodologies
- Internal Customer Index Scoring vs. NPS
- Enterprise Feedback Management
- Using VOC to Take Actionable Insights
- Engagement Learnings
- Monetizing Your Customer Experience
- Recovery Strategy
- Linkage to ROI
- Customer Service Strategies
- Aligning Customer Touchpoints
- Combating Survey Fatigue
- Linking Data Sources
- Personalization & Customization
- Driving a Customer Centric-Culture
- Innovation & Creativity
- Operational Perspective
- Chief Listener
- Customer Before Profit
- Culture & Change Management
- The Role of Emotions
- Developing Relationships
- Digital Customer Experience
- Customer Behavior / Generational Nuances
- Global Perspectives
Speakers receive FREE admission to the conference. PLUS! Idea gathering forums following each session topic.
Interested in Becoming a Media Partner or Featured Event Blogger?
Contact Maria Orlova, Marketing Manager, at email@example.com.
Call for Presenters:
- For consideration, please email firstname.lastname@example.org with the following information by Thursday, August 29, 2013.
- Proposed speaker name(s), job title(s), and company name(s)
- Contact information including address, telephone and fax numbers and e-mail
- Talk title
- The main theme you plan to address
- Summary of the presentation (3-5 sentences)
- Please indicate what is NEW about the presentation
- What the audience will gain from your presentation (please list 3-5 key “take-aways”)
- Previous conference experience
- Short bio
Check out this cool video by Salesforce.com about how in this day in age, your company needs to become a ‘customer company’ to be successful.
Check out the full videobelow to see highlights from the TCEL presentation and hear more about how action planning is making a difference.
- Since I know what they read, why do they choose to read those blog posts or ebooks?
- What problems are my customers trying to solve?
- What questions do they need answered?
- What kind of information did they need, but were unable to find?
- Are my customers and their behaviors changing?