Improving the Total Customer Experience: Case Examples of Success
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CHAPEL HILL, N.C., March 13 -- In a time of increasing economic pressures, applying quality initiatives to customer service areas must show return to gain management buy-in. At "Using Quality to Improve the Customer Experience," the 10th annual customer experience conference hosted by Best Practices, LLC's GLOBAL BENCHMARKING COUNCIL, executives from leading companies shared results from recent quality initiatives to improve the customer experience.
These presentations ignited discussion among GLOBAL BENCHMARKING COUNCIL members and guests from 36 companies around hot-button issues such as strategic customer experience tools to increase customer advocacy, improving the company's Web site to ensure positive customer experiences, creating a distinctive brand to drive financial performance, achieving call center excellence and more.
Download a complimentary excerpt of the post-meeting report at www3.best-in-class.com/gr144.htm to view a list of companies in attendance, presenting companies and their topics of interest, and notes from two roundtable discussions on Creating World-Class Customer Experiences: Successes, Failures and Insights from the Front Lines. Included in the discussion notes are other challenges, tactics, successes and mini case studies from conference attendees about using quality to improve the customer experience.
"Use great service to help establish a premium for product opportunity in a downturn," explained a benchmarking manager in new product development. "There is a greater need for service when there is a downturn."
Other insights from conference attendees and presenters centered on listening and observing the customer to define and to implement the ideal customer experience. Monitoring broad-based customer listening posts, taking responsibility for the customer's complaint and creating processes to escalate key customer issues is an actionable approach companies can take to improve the total customer experience.
Please mark your calendar and inform your colleagues about the 10th Annual HR Management Conference, "Leadership Development: Finding, Growing & Retaining Top Talent," in Sarasota, Fla., June 4-6, 2008. Learn more about this unique learning and networking opportunity at www3.best-in-class.com/CurrentConference .
The 10th Annual Customer Experience Conference represents one of the networking opportunities at the core of the Global Benchmarking Council's (http://www.globalbenchmarking.com/) mission to promote primary research, knowledge exchange, and operational excellence in three broad areas of business operations:
o Customer Experience
o Human Resources Excellence
o Quality, Productivity and Process Excellence
BEST PRACTICES, LLC is a research and consulting firm that conducts work based on the principle that organizations can chart a course to superior economic performance by studying the best business practices, operating tactics, and winning strategies of world-class companies. For more information, call (919) 403-0251 or visit www3.best-in-class.com/ .
Source: Best Practices, LLC
CONTACT: Kim Hardin of Best Practices, LLC, +1-919-767-9221, khardin@best-in-class.com
Web site: www3.best-in-class.com/gr144.htm
http://www3.best-in-class.com/CurrentConference
http://www.globalbenchmarking.com/
http://www3.best-in-class.com/
