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Delivering a Loyal Experience

Christine Crandell, President of New Business Strategies
“Relationship trumps price” shared General Electric’s corporate IT team in a recent Sellers’ Compass study. For most companies, the key to their loyalty lies in the lifetime experience they have with their vendors. And customer loyalty begins long before the point of purchase . Yet most vendors mistakenly believe NPS and VOC programs give them the insight they need to build sustainable loyalty; the truth is these programs are too narrow. In this webinar you’ll learn how to discover the experience your customers value as well as how to use experience as a competitive differentiator. You’ll learn how to operationalize this knowledge through cross-functional programs that foster sustainable loyalty and drive faster revenue cycles.

Topics Covered:
•Share findings on experience expectations from recent Fortune 100 study
•Step-by-step tips on how to discover the lifetime experience customers want
•The key role that content strategy and social technologies play
•Case example of how a company aligned outward to drive loyalty

Christine is the President of New Business Strategies where she has advised over 100 companies including Good Technology, McKesson, and Oracle on how to dramatically improve revenue performance. She is also a frequent writer and blogger for Forbes.
Sep 13 2012
48 mins
Delivering a Loyal Experience
Customer Loyalty Customer Insight'
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  • Live at: Sep 13 2012 3:00 pm
  • Presented by: Christine Crandell, President of New Business Strategies
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