Enhancing Customer Experience involves a shift in thinking. Service leaders are faced with doing more with less, while facing rapid-fire changes in technology and service delivery. As a Fortune 150 Customer Experience innovator and trend forecaster, Brian Dennis has developed 10 simple lessons to help leaders cut through the clutter, focus on customer service, and change their business.
In this high-energy presentation, you’ll learn why an unsatisfied or even satisfied customer is not a loyal customer. You’ll find out how to convert customers into HIGHLY satisfied customers, who are champions for your company. Plus, you’ll hear stories and anecdotes that distill perplexing concepts into easily understood ? and actionable ? ideas you can immediately implement. And you’ll walk away with 10 proven service lessons that you can turn to, again and again, to elevate your Customer Experience.
Former Vice President of Customer Experience for Kohl's Department Stores.