March 22 - 24, 2010, Trump International Beach Resort, Miami, FL
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Increasing Customer Satisfaction and Retention by Identifying New Trends in Customer Behavior, Developing and Applying Next-in-Class Metrics and Measurements
March 22-24, 2010
Trump International Beach Resort, Miami, FL
Bring Your LSS Colleagues and Take Advantage of BOTH Events!
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The key to generating increases in revenue and market share lies in consistently creating and delivering superior value across the entire customer experience. And the only way to consistently create and deliver superior value is to understand the key drivers of value and quality – from the perspective of your targeted market segments – better than anyone else. This requires:
Participants will learn how to:
How you will benefit from the workshop:
Results Experienced by User Companies:
Dr. Reginald W. Goeke
Principal and Founder
Market Value Solutions
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Protention = retention + the future and it is an essential feature of any NOW. In marketing, protention is the anticipation of the next likely customer action. Using speech analytics, customers' future intentions can be captured, analyzed and reported on in protention indices. As a result, enterprises can produce marketing programs they know will resonate with customers' needs, as customers have, in effect, told them what exactly they want. Ultimately, protention programs help enterprises connect the front office with the back office utilizing an enterprises' most under-utilitized asset, the voice of their customer.
In this workship you will learn how:
Vice President of Marketing
Creating great products and services for an uncertain world is a goal that most companies are striving for currently. This workshop will highlight how customer experience and service professionals need to think beyond technology and features and toward the experience they deliver. Examples will be drawn from Adaptive Path’s work, as well as industry leaders such as Apple, Google, and Target, USAA, and Southwest Airlines. We'll engage in methods that bridge customer research and concept design to deliver great customer experiences.
The workshop will address:
Founding Partner and President
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