Achieving Everyday Excellence in a Complex Environment
Tuesday, 8:30 AM – 10:00 AM
In the midst of customer’s changing needs and expectations, one thing remains the same – you must deliver extraordinary customer service every day. And in today’s increasingly complex multi-channel environment, meeting this goal has never been more difficult. In this dynamic session, Lisa will discuss how an engaged employee and a customer-focused culture are the foundation to loyal customer relationships. Learn how to create and execute service strategies that truly connect with the customer. Lisa will cover how value and relevance at every interaction is necessary and how knowing the customer and providing personalized service can make a difference. This session will give you a chance to examine how well your systems, processes and people are delivering exceptional customer service at all touch points every day.
Author, Trainer and Customer Service Expert
Lisa Ford has over 20 years of experience presenting to businesses, associations and government. As the creator of “How to Give Exceptional Customer Service,” the #1 selling business video series in the U.S. for over 3 years, Lisa is best known for her work in the areas of customer service. Her most recent book is "Exceptional Customer Service: Exceed Customer Expectations to Build Loyalty and Boost Profits". Lisa was inducted into the Speakers Hall of Fame by the National Speakers Association in 2002, and serves as a Board Member of the College of Arts and Sciences at the University of Tennessee.
Wired and Dangerous: How Your Customers Have Changed and What to Do About It
Wednesday, 8:30 AM – 10:00 AM
Your customers have been forever changed by a perfect storm—the convergence of anxiety created by a resilient and tough recession, frustration fostered by too much high tech service without high touch, and the power of being able to voice displeasure instantly to thousands via social media. Today's customers are picky (demanding value), fickle (quicker to leave), vocal (assertively telling all) and vain (expecting personalized service), and customer expectations have never been higher. Contact centers that recognize and adjust to this new normal customer will thrive. Success in this environment will require rethinking strategies and tactics to select ones that change today’s “customer as king” into tomorrow’s “customer as partner.” This powerful, high-energy keynote draws on Dr. Bell's deep experience consulting with many of the elite service-providing companies as well as his cutting edge customer research to provide insights into how your operation can meet and exceed the expectations of today’s customers.
Industry Expert and Best-Selling Author
Chip Bell is a world renowned authority on customer loyalty and service innovation, writing over 400 articles for many business journals, magazines, and blogs. He has appeared live on CNN, CNBC, CNN, Fox, Bloomberg TV, ABC, and his work has been featured in Fortune, Business Week, Forbes, Fast Company, Inc. Magazine, and Entrepreneur. The newest of his six best-selling books is, "Wired and Dangerous: How Your Customers Have Changed and What to Do about It". Leadership Excellence Magazine listed him among the top 30 thought leaders in the world.