Please note: This content was part of a live webinar held on 8/21/2013.
Excellence in customer experience has become the critical differentiator in today's competitive marketplace where your customers will not hesitate to blog, tweet or post about their experience with your brand. In fact, poor customer engagement results in an estimated $83 billion loss by U.S. enterprises each year because of defections, abandoned purchases and negative word of mouth.
Creating and managing a framework for exceeding customer expectations can significantly impact business results. Yet with so many customer touch points, how do we prioritize which are more important -- OR do we have to get it ALL right? With decades of consulting experience, Santiago Solutions Group has been helping clients enhance their customers' experience in this digital age and we want to share some of our industry insights and experience with you.
In this webinar, we covered:
Segment 1: Market Context and Customer Experience Challenges
Segment 2: Identifying the Most Important Customer Service Touch-points
Segment 3: Multicultural Differences in Customer Experience
Segment 4: Why is Customer Experience Important?
Segment 5: Presentation Summary
For more information visit: [ Ссылка ]
