Date/Time: Thu, Sep 16, 2010 2:00 PM – 3:00 PM EDT
Delivering an exceptional customer experience is key to creating differentiation and driving greater profitability. Yet, despite the obvious benefits, it can be challenging to justify investments in improving customer experience. In this session, Lior Arussy, customer experience expert and President of Strativity Group, and Justin Schuster, VP of Enterprise Products at MarketTools, will outline the economics of the customer experience model and discuss how leading organizations are driving profitability through differentiated customer experience. Mr. Arussy will also reveal for the first time the results of the 2010 Consumer Experience Study and describe the key drivers to increase profitability through customer experience.
Participants will learn:
‘ The results of the 2010 customer experience study
‘ Would customers pay more for a better experience?
‘ Business at growth and business at risk ‘ understanding the financial impact
‘ Formula to define the economics of customer experience
‘ Telecom case study ‘ The financial impact of customer experience
‘ Financial Services case study ‘ Maximizing revenues from existing customers
Additionally, all webinar *attendees* will receive a copy of the 2010 Consumer Experience Study at the conclusion of the live event.
Justin Schuster, Vice President, Enterprise Products at MarketTools
Lior Arussy, President, Strativity Group