How to Start a Cost-Effective Customer Experience Program

OVERVIEW

ABOUT: Everyone uses essentially the same capital equipment. Everyone has the brightest, best-motivated employees. Everyone is trying to stand out from the crowd and not compete on price. Everyone is looking for his own unique secret sauce. Well, the secret sauce is called differentiation through Customer Experience (CX). In this session, we will discuss business objective setting, getting employee by in, identifying critical customer moments of truth, collecting customer feedback, analyzing data, planning and taking action, monitoring outcome and taking corrective actions. At the end of the session, you will be able to decide how you want to proceed with a CX plan and where to focus your initial efforts.



Presenter: Sam Klaidman, Middlesex Consulting