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(Agenda subject to change)
How to Create an Amazing Customer Service Experience A recent study commissioned by New Voice Media found that last year more than $62 billion dollars was lost by companies delivering poor customer service, up almost 50 percent from two years prior. A Vanderbilt University survey found that up to 40% of satisfied customers stop doing business with a company, even though they were satisfied. What can we do to ensure our organizations don’t fall victim to lost customers – and lost revenue? The answer is to create an amazing customer experience. In this fast-paced and entertaining presentation, Shep Hyken, customer service and experience expert, will share time-proven concepts and strategies along with some of the latest trends in customer service that will help you and your organization deliver an amazing customer experience. Some of the topics that Shep will cover include:
Professional Workshops (30/60/90-minutes)
Why do some individuals and teams seem like star performers, while others barely shine? Using a variety of stories, case studies and scientific research, David Burkus reveals that what makes a high-performing team isn’t just who’s on it, but also how it’s built. He explains how famous inventors, outstanding companies—even Broadway stars—benefit from focusing not just on making their teams work, but also on building their network. Audience members will learn how to determine if they’ve got the right team around them, and how to leverage their network to boost both the team’s and the organization’s performance. Forget the ropes courses and trust falls: there’s a better way to build teams.
Registration Hours
Exhibit Hall Hours