Richard Shapiro will discuss The Endangered Customer: Eight Steps to Guarantee Repeat Business
Most organizations look at the customer, one transaction at a time; a tactical error. In his new book, "The Endangered Customer: Eight Steps to Guarantee Repeat Business," Richard has developed a comprehensive model to optimize the customer experience. He looks at the emotional side of any customer interaction, starting with hope and always ending with a sense of feeling wanted. Richard’s research has shown that customers desire a human connection even if they can’t necessarily articulate that service expectation. Richard’s process is effective across all communication channels: ecommerce, face-to-face, telephone, chat, and social media making it a timely, powerful and innovative strategy to generate repeat business and maximize profitability. Workshop attendees will learn:
• How to successfully incorporate the eight essentials for service excellence into a consumer affairs environment
• Why thinking of consumers as guests in your home will create a welcoming environment to establish a connection
• How to show consumers they are important and valued in new and innovative ways
• Ways that companies can use surprise and delight to secure brand loyalty
All participants will receive a copy of Richard's book, which he will autograph.
Richard is President and Founder of The Center for Client Retention and a highly regarded authority in the specialized field of customer satisfaction and loyalty research. He helps numerous Fortune 500 companies create exceptional customer experiences through survey research, training and consulting.
Ronna Caras will discuss The Rep of The Future.
In part two of our meeting, Ronna Caras will expand the discussion about the new customer model from a staffing viewpoint. Does your company have the right people to meet the evolving needs of tomorrow’s consumer? What qualities, characteristics and skills are needed to create the authentic experience customers seem to be demanding?
Participants will learn:
• Why scripting is out and authenticity is in
• The three skill sets needed by “the rep of the future”
• Strategies for interviewing for these three skill sets
• Tests to identify current and future staffers who are likely to succeed
Ronna is President of Caras Training and has brought her original viewpoint to the teaching of selling, service and leadership skills for front line employees and supervisors. Her fresh ideas have raised the standards for business communication for more than 200 US and Canada-based companies with international presence. Ronna has collaborated with clients to ensure their image is represented powerfully and consistently throughout the world while preserving profits and retaining key employees.
Thursday, September 17, 2015 (Event Schedule)
9:00 a.m. to 10:00 a.m. Registration and Networking
10:00 a.m. to 11:00 a.m. Presentation by Richard Shapiro
11:00 a.m. to 12:00 p.m. Presentation by Ronna Caras
12:15 p.m. to 1:15 p.m. Lunch & Networking
1:15 p.m. to 5:00 p.m. Horseracing
Arlington Park Racetrack
2200 West Euclid Avenue
Arlington Heights, IL 60006
$95 - Members
$125 - Non-Members