Tag Archives: customer service web seminars

Customer Experience Assassins and Customer Care for Gen X and Y

The North American Conference on Customer Management (NACCM) would like to invite you to enjoy two complimentary resources in the six weeks leading up to the event. First, join us for a complimentary one-hour web seminar: Do You Have Customer Experience Assassins? Investigating geo-demographic differences across sectors.

Are there customers out there who are just impossible to satisfy? That is, those customers who consistently evaluate products and services unfavorably regardless of industry. Response style explanations notwithstanding, this type of so-called, ‘Customer Experience Assassin’ lurks out there and could be damaging not just your brand but others in their path. But who are they, how do we avoid their ire, and what, if anything, should we do about them?

Likewise, there are ‘Customer Experience Angels’, individuals who float through life blissfully unaware of the poor service and products they endure. They won’t complain about cold soup or the unkempt hotel room. They won’t return things, don’t complain much or at all, and they are generally happy people. Or maybe they just generally get better service for a variety reasons. Either way, as an organization you would want to know, ‘who are they and how do we get them to have an even greater influence on others?”

To answer these questions, Dave Fish, VP of Client Solutions, Maritz Research, guides you through discoveries found using Maritz Research’s CEBenchmarks study. In this study we track 34 customer experiences in 16 different industries among 263 different brands. Join us for the webinar on Wednesday, October 12, 2011 from 2:00 PM – 3:00 PM EDT.

Register here: https://www1.gotomeeting.com/register/992023681

Please mention code MWS0042SM when registering

Secondly, NACCM’s partner, GfK Custom Research North America, has recently published “The Generational Effect”, a white paper that explores the concept of generation and the extent to which various generations are both similar and different in their degree of loyalty, and the drivers of loyalty to companies in the various sectors. GfK compares key loyalty metrics from the benchmark surveys in the banking, automotive, credit card and cell phone sectors to reveal insights associated with this conjecture. To read the paper, click here.

Want to hear more from GfK? Join us at NACCM for the session “Become a Better Leader in Customer Loyalty: Customer Loyalty and Experiences Across the Generations” on Tuesday, November 15th, 2011.

Drawing on GfK Customer Loyalty cross-industry benchmark surveys, this session compares the generations in terms of the delighters that drive customer loyalty and dissatisfiers that drive customers crazy and lead to defection. Explore the similarities and differences between generational cohorts, such as Millenials (GenX) and GenYers, Boomers, Traditionals and emerging GenZ. To learn more, download the brochure.

Plus, you won’t want to miss out on this year’s keynotes:
Janice Green, Chief Customer Advocate, NATIONWIDE INSURANCE
John Costello, Chief Global Marketing & Innovation Officer, DUNKIN BRANDS
Jamie Noughton, Speaker of the House, Chief Culture Ambassador, ZAPPOS.COM
Michael Hoffman, Author, CUSTOMER WORTHY
Pete Winemiller, Senior Vice President, Guest Relations, NBA’S OKLAHOMA CITY THUNDER

Register today.

We look forward to welcoming you this November 14-16 at Disney’s Contemporary Resort in Orlando.

The NACCM Event Team
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Complimentary Webinar: CCOs Reveal Their Secret Killer Customer Strategies for Long-Term Profitability


Companies often sacrifice customers on the altar of short-term revenue and profit. Yet in competitive situations where your company’s advantages in product and price are not clearly evident, customer satisfaction and loyalty become the ultimate differentiators that give you the winning edge.

So how do you ensure customers remain the most valuable asset, carefully nurtured and developed for long-term profits? A growing number of companies are appointing a Chief Customer Officer (CCO) as a catalyst in becoming truly customer-centric to significantly improve revenue, profit, and competitive advantage.

Date: September 16, 2010
Time: 2-3PM EST

Space is limited.
Reserve your Webinar seat now at:
https://www1.gotomeeting.com/register/593492816

The speaker, Curtis N. Bingham, is the leading authority on CCOs, having worked with more than 70 CCOs over the last decade. Curtis shares some of the most profound strategies and tactics that these elite CCOs have used to attract, retain and grow profitable, long-term customer relationships also create a powerful competitive advantage for their organizations.

Lessons shared include:

  • Winning executive support for loyalty initiatives
  • Creating an unstoppable customer culture’so you aren’t the only customer advocate
  • Letting data tell you which customers to keep happy, and which ones to let go
  • Giving more to customers counter intuitively generates MORE revenue

Learn directly from experienced CCOs how you can drive both near- and long-term revenue — without sacrificing customer loyalty. This is hands-on customer-centric insight you cannot gain anywhere else. Each of these lessons is of profound value and is responsible for millions of dollars in profits at some of the world’s leading companies.

About the speaker:
Curtis N. Bingham is widely recognized as the authority on Chief Customer Officers, and was the first to promote the CCO role as catalyst for customer centricity. Curtis is the Founder & Executive Director of the Chief Customer Officer Council’, the first peer-led advisory group for CCOs.

During the last decade Curtis has worked with more than 60 CCOs, and with the help of CCO Council members, he has created the ‘CCO Roadmap,’ a groundbreaking work containing more than 100 prioritized, critical strategies essential for the success of customer-centric initiatives.

Curtis is a sought-after speaker and the author of the forthcoming book, ‘The Authoritative Guide to Customer Strategy: Lessons Learned from Renowned Chief Customer Officers,’ which describes how the CCO can create a consistent and unified customer strategy to grow revenue, profit, and loyalty.