Customer retention and engagement essentially determines whether a company lives or dies.
A positive customer experience is the key to business survival and impacts every department. However, businesses in general are overconfident about the service they provide, according to recent research by Bain & Company. The further away employees are from the customer, the more this confidence increases. Which is a problem. It shows that organisations on the whole can be out of touch with customer needs and satisfaction.
On this webinar, you will learn why improving your ‘customer experience’ should be a cornerstone of your commercial agenda, what a customer corridor is and why you should have one and how to ensure that you remain focused on giving your customers the kind of experience they’re used to elsewhere.
Who should attend?
Anyone in an R&D, Sales, Marketing, Finance and PR role. Those interested in developing a broader commercial awareness and understanding the impact of actions on the bottom line. Senior managers, product developers and project engineers.
How will I benefit?
- Better evaluate the customer journey and spot critical gaps in satisfaction levels
- Use a variety of strategies to monitor customer happiness
- Understand the impact of customer experience in relation to your role
- Think more creatively about retention and the value of service