Developing Customer Focused Strategies
A 75-MINUTE MANAGEMENT BRIEFING
Delivering Value and Earning Loyalty in the Age of the App
Transformative customer experience programs go far beyond automating for cost reduction and reinventing processes for improved customer satisfaction. They are the intersection of strategic marketing, out-of- the-box thinking and operational innovation. These programs have the exciting potential to:
- Increase revenue
- Strengthen customer loyalty
- Expand market share
- Generate customer referrals
While big name success stories (Uber, Disney, Zappos) are heralded in business media, most organizations focus on incremental improvements to efficiency and service instead of fundamental innovation of the entire end-to-end customer experience. How can your organization bring together innovators, process owners and technology experts to transform the customer experience and generate dramatic growth?
Developing Customer-Focused Strategies explores how to:
- Assess how customer experience impacts market position
- Look at your business through the customer’s eyes
- Understand the emotional impact of business processes and touch points
- Identify opportunities to make changes that will enhance the customer experience and increase customer loyalty
WHO SHOULD ATTEND
You will benefit most from this program if you are a:
- Service or product line leader
- Information technology leader
- Process improvement professional
- Marketing manager
- Executive looking for growth strategies
- Business Analyst
- Customer Experience professional
- Chief Strategy Officer / Chief Operations Officer
When / Where
Wednesday, October 11th (change to: 2018 Schedule TBA)
Westchester Community College
75 Grasslands Road
Valhalla, NY 10595
Gateway Center
Davis Auditorium