Customer Experience Is the New Black: The Key to Revenue Generation in the 21st Century

Speakers

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Vice President, Business Development, Wilson Learning Worldwide
2918e7a
Director, Consulting Services, Wilson Learning
Webinar Recording Details
  • Date and Time
    Thu, Oct 08, 2015 at 10AM Pacific / 1PM Eastern
  • Duration
    1 Hour
  • Cost
    $0 (Free)
  • Want Access?
    Register to view the recording.

Description

"By 2020, Customer Experience will overtake price and product as the key brand differentiator."
-Customer 2020 Report

Furthermore, 62% of global consumers switched service providers due to poor customer service experiences.  The good news is there is plenty of opportunity to build loyal customers. The bad news is your customers are highly vulnerable.  While most organizations know the importance of creating a positive customer experience, few have prioritized it as a business imperative -- and even fewer know where to start.

In this webinar, we will explore how to develop a branded customer experience that enhances the perceived value of your company, while impacting revenue.  Specifically, you will learn the risks you face when your customer experience does not consistently meet customers' expectations, the key ingredients to every customer experience encounter, and the areas that are crucial to transforming your customers' experience with your brand.  We will leverage this understanding of the customer experience to go beyond the expected and deliver an experience that enhances value and provides for additional revenue opportunities.

In this webcast, we will:

  • Examine how vulnerable your customers are and the advantages of deeply engaged customer experiences for your organization
  • Understand the equation for creating customer experiences that build trust in the organization's brand and strengthen loyal
  • Discover four key areas organizations must address to have the greatest impact on enhanced value and customer loyalty

About KC Blonski

K.C. Blonski is Vice President, Business Development for Wilson Learning Corporation. His responsibilities include developing new markets for Wilson Learning's offerings, as well as supporting the North American Sales Team in the analysis, development, and implementation of strategies that focus on customer experience. K.C.'s work in developing new markets combines his passions for customer-centric marketing, organizational development, and customer experience. K.C. is an accomplished speaker and recognized thought leader in the fields of customer experience, sales effectiveness, and leadership development. He has presented at numerous national and global conferences and has been published and quoted in many media outlets.

About Wendy Mack

Wendy Mack is Director of Consulting Services for Wilson Learning Corporation. Wendy leads the team that is responsible for diagnosing client needs and designing comprehensive solutions that result in sustained behavior change and performance improvement.

Wendy’s work blends her expertise in learning and development with her extensive knowledge of human performance technology, change management, and communication. She has more than 20 years of experience in the individual and organizational development arenas and has coauthored three books on the topics of learning, leadership, and change. Wendy is a popular speaker at national conferences and client events.


Recording

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