During lunch at Customer Service is the New Marketing, there will be six workshops that summit attendees can participate in. Each workshop is led by an expert in his or her field and focuses on a different topic. The second summary is below:
Satisfaction Beyond the Transaction: Investing in customer support is as important as getting sales
Led by Chris Heuer
Many companies still believe that getting to the sale is the only thing that matters, treating customer support as a cost rather than an investment. The truth is, an educated customer that is getting maximum satisfaction from your product or service is your most valuable marketing asset.
While working with the US Mint in 1999, Chris Heuer developed the foundations for what he calls The Communications Strategy, a simple to use framework for organizing the information people need to know within The Customer Experience Lifecycle.
Join Chris and other conference participants to explore why this is important, how it can increase profitability and how these strategies can be applied to your specific situation.
Chris is a Principal with The Conversation Group.
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