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Delivering Exceptional Multichannel Customer Service

OnDemand Webinar (59 minutes)

Increasing consumer expectations must be met with enhanced customer experiences.

Learn to provide a consistent experience across all channels. Customer service today is vital in our service based economy. A superior experience generates return customers and diehard loyalty. In this age of social media, great customers spread the word like wildfire, attracting hordes of new customers on a limited advertising budget. Combined with the fact that 86% of consumers will pay more for a better experience, it's clear why organizations strive to be the best.

When we consider customer experience, we have to think about those ideologies, those messages and those actions that create a happy experience for the individual in a product or service-based organization. In order to have a terrific customer experience, the organization must demonstrate that the purpose of its business is the customer. Everything begins and everything ends with the customer in mind.

Authors

Drew Stevens, Ph.D., Stevens Consulting Group

Agenda

What Is Multichannel Engagement and How Does It Aid the Customer Experience

It's 2015 so What Do Customers Really Expect

Why Mystery Shopping Is Helpful to the Customer Experience Process

How to Provide a Seamless, Consistent Customer Experience Across All Channels.

Learn How to Create Messages and Develop Processes That Are Consistent Across Channels

What Do Customers Really Expect?

Responding Successfully to Specific Customer Expectations

Three Ways to Develop Customer Centricity