"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

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.