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Delivering Exceptional Multichannel Customer Service

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.


Runtime: 59 minutes
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Why Lorman?

Over 31 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

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

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Why Lorman?

Over 31 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

Credits

OnDemand Webinar

This course was last revised on February 17, 2016.

Call 1-866-352-9540 for further credit information.

Audio & Reference Manual

No credit available.

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Why Lorman?

Over 31 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

Faculty

Drew Stevens, Ph.D.

Drew Stevens, Ph.D.

Stevens Consulting Group

  • CEO of Stevens Consulting Group
  • One of those very rare sales management and business development experts with not only 33 years of true sales experience but advanced degrees in sales productivity - not many can make such a claim
  • Wrote the successful sales process books - Split Second Selling and Selling the Norm as well as 9 other books
  • The creator of the Sales Leadership Certificate, one of only 64 programs in the United States offering an accredited degree in the profession of selling and has a top ranked podcast called 'Sales Acceleration'
  • Works with organizations and individuals that struggle and transforms them into wealthy professionals
  • Leading international keynote speaker and is often requested by the media
  • With more than 800 articles in sales and selling, 45 audios and more than three decades of sales experience, he has the answers to help your sales career trajectory
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Why Lorman?

Over 31 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

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Product ID: 397079
Published 2016
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