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.
Agenda
Faculty
John Goodman
Customer Care Measurement & Consulting LLC
- Vice chairman, Customer Care Measurement & Consulting LLC
- A customer experience researcher, innovator and entrepreneur
- Previously with TARP US, as co-founder, president and vice chairman
- Directed the 1970's breakthrough study of consumer complaint behavior and customer service for the White House Office of Consumer Affairs, he is one of the original trailblazers of the customer experience industry
- His contributions to this research overturned conventional wisdom and were instrumental to repositioning customer care as a potential profit center
- Authoritative consultant in the field of customer-driven quality, having personally directed some 1,000 customer experience studies for clients worldwide in every conceivable sector
- John's first book, Strategic Customer Service, presents a proven, practical approach for leveraging the profitability of better customer relationships; his second book, Customer Experience 3.0, shows how ten types of technology including CRM, social media, gamification, online communities, video, speech analytics and chat can make customer experience proactive, preventive and engaging and how to gain CFO support for it
- M.B.A. degree, Harvard University Business School; B.S. degree in chemical engineering, Carnegie Mellon
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