Nearly 80% of organizations think they are providing a positive customer experience but customers disagree. Barely 10% of customers feel as if they are being served well. Customer experience is the new brand building—how you interact with customers at every level, from websites to phone conversations to meetings is driving customer value and your bottom line success. How can you determine if you're doing a good job with your clients, if your services are valued, if you have an opportunity to upsell? Customer experience is the new competitive frontier to increase satisfaction, loyalty and advocacy. Learn how to conduct an experience study and get examples of what you might learn about your customers and your company.
1) Learn how to conduct an experience study
2) Learn how to become an experience-focused organization.