As customer loyalty is tested by limitless options, the need to understand and manage the customer journey has become essential to competitive differentiation. And far from being the domain of only large corporations – organizations of all sizes must now seek to gain insight into how customer experience is executed and ways to improve.
Join contact center veterans Alton Harewood, Contact Center Consultant, and Kara Allen, Global Workforce Management and Optimization, to hear how the fundamental building blocks of CX strategy are being used today, as well as which technology enablers provide the insight and oversight needed to adjust and administer the modern customer engagement team.
Whether you are an entrepreneur, a corporate leader or a multi-national organization, the ability to attract and retain your most profitable customer relationships has never been more important nor as difficult as it is today. This energizing, content rich presentation based on Solomon’s best-selling book, The Rules of Woo cuts through the clutter to the essence of what today’s customers really want and need from our businesses.
Interwoven with tales of organizations both large and small, attendees walk away with real life and often hilarious examples of what to do (and what not to do) in the race to Woo profitable customers and win their loyalty for the long run. If your organization struggles with heightened customer expectations, difficult new competitors, or challenging market dynamics this session is for you!
Airlines benefit from Opera Solutions' products and expertise to leverage Big Data and analytics that transform their businesses. By inserting a Signal Layer, which serves as the foundation for Big Data analytics using the Signal Hub platform, airlines are able to refine their view of the customer portrait and orchestrate operations to serve each customer better and in a more personalized way. The ensuing results are increased revenues, more loyalty, and increased customer satisfaction.Read more >
The IGS Energy Contact Center strives to create customer loyalty by delivering exceptional experiences..listen as Gary Harris Director of Customer Operation talk about the IGS Energy entrepreneurial approach to Customer Care and Sales to make their customers feel as a part of IGS Energy family.Read more >
IS CUSTOMER LOYALTY DEAD?
The retail industry has been operating under a flawed assumption: customer spend and loyalty are connected. They’re not. New studies demonstrate that high-spending customers aren’t necessarily loyal—they’re as likely to shop at a competitor.
With piles of transactional data clogging databases, retailers assume they have what they need to understand their customers. However, transactional data only offers insight into what, when and where customers buy. It doesn’t provide any understanding of why.
Register for this webinar featuring Forrester Research to learn about:
- The reality of lost sales
- How customer emotions impact buying decisions
- How you can measure customer loyalty more accurately
Customer loyalty marketers know that it's not just about getting prospects to buy once, it's equally important to keep them and drive repeat business. But with so much fierce competition for a customer's attention, it takes innovative thinking to deliver the right marketing message at the right time--and do it across more touch points than ever.
In this webinar, you'll hear from LiveRamp customers who have taken customer loyalty marketing to a new level. Their strategies go beyond the same-old coupon offers and instead use a mix of technology and creativity to get results that will surprise you. Join us to learn how you can:
● Maintain consistent messaging across multiple devices and websites
● Target former customers for reengagement
● Acquire new customer by developing look-alike models of your most loyal customers
Jeanne Bliss, Author of The Chief Customer Officer, will break down how to deliver meaningful customer experiences that drive profitability and growth. It’s not about a point in time; it’s about a process that leads to customer rave. Learn 5 key competencies every company must have and why a new kind of executive – the Chief Customer Officer – is paramount to this process.
Omer Gotlieb, Chief Customer Officer at Totango, will follow Jeanne to briefly share his experiences in setting up Totango's customer success team and how they strive to continuously deliver value to their customers.
Contact Center Agents must be more than service providers, they must be Loyalty Makers.
Jill Griffin, Loyalty Maker™ pioneer, will teach you:
-How to recruit and hire Loyalty Makers for your contact center
-Why “manage the contact center managers” is critical to loyalty building
-Simple ways to inject “loyalty mentality” into your center’s culture
-Why call center metrics can destroy loyalty building; what to use instead
-How innovative firms use “job ownership” to transform Contact Center Agents into Loyalty Makers
In today's competitive marketplace, building long lasting relationships with customers is key to increasing customer lifetime value, satisfaction and advocacy. But as the modern multi-channel consumer becomes more empowered than ever, organizations are struggling to identify the right customers to target with the right offers through the right channels – let alone deliver this in the most cost-efficient way. By leveraging customer analytics, organizations move from reacting - chasing after a customer who has already defected, to predicting - proactively reaching out to customers to ensure satisfaction and recurring business.
In this webinar, IBMWW Predictive Analytics Retail Sector Leader Colin Linsky will cover 5 key strategies to enhance customer loyalty:
- Understanding drivers that affect customer loyalty
- Targeting those customers who will deliver the most value
- Delivering personalized offers to customers to strengthen relationships and drive revenue
- Identifying indicators that lead to defection and proactively retaining at-risk customers
- Turning satisfied customers into loyal advocates
(Will be hosted in English)
Reward programs are a highly effective way to attract new customers, build better relationships with your existing ones and increase customer lifetime value. In this hands-on demo, Elena Martínez, Retail Specialist at Openbravo, will show you how to engage and motivate your customers with a loyalty program integrated into your retail solution, and we will demonstrate different techniques to increase loyalty among your customers.
What Will You Learn?
- How to create a Loyalty Program and reward your customers based on their purchases.
- Effective ways to create different rewards like gift cards, gift vouchers, customer management and special discount and promotions.
Who Should Attend?
- Roles with business responsibility in processes regarding loyalty programs in the Retail industry, for instance, Marketers, Store Managers, CIOs, CMOs, Merchandise Managers, etc.
Dynamic, volatile, innovative. Cloud security is all of these and more. Join this webinar to learn more about:
- How can cloud service vendors turn the constant parade of new threats into a continuing opportunity to increase customer loyalty?
- How can customers gain trust in their service vendors despite the parade?
Julie Silbar, VP Hospitality Solutions for Red Lion Hotels Corporation shares best practices to improve customer loyalty. Why so important and how can we get there...how loyalty can influence the initial purchase and secure loyalty and future revenue.Read more >
As you know, outstanding customer experiences don’t happen by default. They are the result of well-designed products and processes that consistently meet needs, reduce effort, and deliver memorable moments.
Dr. Joseph Michelli, a Certified Customer Experience Professional, has helped and written about companies recognized for their customer experience excellence (e.g. The Ritz-Carlton Hotel Company, Zappos, Starbucks, Mercedes-Benz). In this webinar, Joseph will outline the “essential competencies” needed to "deliver outstanding experiences to every customer, every time – no excuses.” Join us for context and tools to elevate the experience of your internal and external customers by focusing on and integrating people, process, and technology.
As blockchain-enabled solutions become more prevalent, customer expectations will change. This thought provoking session will arm with you an understanding of the new paradigm and offer you concrete suggestions for what you can do to ready your organization and yourself.Read more >
This presentation takes a content strategist's approach to the use of social media to feed back into product design and build customer loyalty. Once a customer buys your product or service, it becomes the main communications channel with your company. That means that the content contained in your product (interfaces, messages, manuals, ergonomics and esthetic design, etc.) must be on message with the rest of your content strategy. One way to build that message, and improve product design in the process, is to build true integrated communities of stakeholders that include your customers as equal players with your internal teams: design, development, marketing, management, etc. These communities are far from a simple Facebook page, or "user forum." They require attention, care, and feeding, and the reward is a degree of loyalty money can't buy.Read more >