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Best Practice Database
GBC Conferences » 2008 » Feb 2008: Customer Experience Conference
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Metrics, Graphics, Detailed Process Map
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From early communication about product changes to Web site improvements, customer feedback has enhanced services, products and processes for most companies. Yet the savvier customer, an information seeker and a skilled Web searcher, expects more. Leading companies looking to impact the bottom line must define and improve the total customer experience.
Given this direction, customer service, marketing, operations and sales professionals begin to work cross-functionally to ensure positive customer experiences, increase revenue, identify areas of investment, drive financial performance and stabilize the company for the long-run.
At the February 2008 Global Benchmarking Council conference, members and guests gathered to discuss how companies can improve their operations, competitive positioning, and profitability by intentionally managing the design and value of the customer experience.
Vice presidents, directors and managers in customer service, marketing, operations, sales and related areas will benefit most from these case studies from leading companies and the summarized transcripts from a targeted panel discussion and two facilitated roundtable discussions.
COMPANIES AND CASE STUDIES
Case studies include speaker biographies and company background before describing key challenges company leaders faced and how they overcame them, the connection between the total customer experience and quality or how to transform the customer experience. Speaker anecdotes, quotes, select slides, insights and key take-aways all liven the case studies with personal touches and graphics.