Debunking Customer Experience Myths

Ask ten people what customer experience or customer-centricity means and you could get ten different answers. This is a grave concern as studies show 90% of executives say customer experience is mission-critical. Like any hot topic, everyone wants to join the bandwagon, claiming their products and services enhance customer experience and customer-centricity. This has muddied the waters as mainstream adoption follows what’s advocated by the biggest marketing budgets and as benchmarking studies underscore mainstream practices. Join Scott Abel, The Content Wrangler, and his special guest, Lynn Hunsaker, Chief Customer Officer of ClearAction Continuum, for this free, one-hour webinar. Lynn will go beyond “best-practice” to a clear view of what’s what in customer experience and customer-centricity. Recent studies show that no brands today – even the ones perpetually at the top of the most admired companies lists – are performing to customer experience quality expectations. In this webinar, we’ll take a look at who’s doing best, and what’s still needed to deliver the financial promises of a truly customer-centric business. Join us to 1) Get real: what’s customer experience and what’s customer-centricity from customers’ viewpoint? 2) Raise your game: practical ways to leapfrog current practices to achieve higher performance, and 3) Keep it real: how to instill momentum to make highly profitable customer-centricity a way of life.