The most successful weapon to fight customer attrition is creating a personalized customer experience that is unique to your business and the individual customer. According to Accenture, the “Switching Economy” is up 29 percent since 2010 as companies struggle to keep up with the non-stop customer. Does the loyal customer still exist? The answer is yes. Companies with a customer centric culture coupled with a customer experience strategy can create loyalty. Loyalty in turn advances a higher percentage of repeat customers.
It’s important to know what the customer experience trends are for 2016 and how your company can develop a strategy to ensure you are meeting your customers’ expectations for service delivery. Richard Shapiro, Founder and President of The Center For Client Retention will explain each trend in detail and give some examples of how companies have implemented them for their businesses.
- Richard Shapiro, Founder & President, The Center For Client Retention
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