Delivering Customer Experience 3.0 Which is Proactive, Preventive and Profitable
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Unlock your organization's full potential with Customer Experience 3.0. Be proactive, preventative, and engaging.
Customer Experience 3.0 (CE 3.0) goes beyond great service to be proactive, preventive and engaging across the entire customer lifecycle. It produces higher loyalty, revenue and margins as well as greater positive word of mouth (WOM). Positive WOM results in significantly lower marketing expenses. CE 3.0 uses low cost/no cost approaches to delight. Finally, anticipation and proactivity lead to lower service costs by reducing contacts by as much as 30%. The good news is that all these impacts can be quantified in a manner that the CFO and CMO will accept. This strategy has been successfully implemented in a score of Fortune 100 companies as well as technology startups, construction companies and individual car dealers.
AuthorsJohn Goodman, Customer Care Measurement & Consulting LLC
Customer Expectations and Behavior
CE 3.0 - Proactive, Preventive and Engaging
Four Phases for Customer Journey Design
Creating a Business Case for Great Service
How Tech Is Critical and Working With the CIO
Checklist to Evaluate Your Current Approach vs. CE 3.0