Benefits of Attending
IQPC has incorporated feedback from our most loyal customers and is proud to present a customizable program featuring in-depth information based on a three-pronged approach. This new combined conference serves the needs and entire value chain for the next generation of customer service excellence:
- Designing, Managing and Monitoring Customer Self-Service Systems
- Analyzing and Translating Customer Feedback into Tangible Action Points and a Real ROI
- Engage and Incentive Customer Loyalty through Multiple Channels
Attendees will learn key takeaways for strengthening their customer relationships and increasing their retention rate through topics including:
Customer Self Service
- Building the customer self service roadmap from cost to implementation
- Encouraging and driving customers to use customer self service
- Individual styles vs. Process: Designing the most intuitive and streamlined self service system
- Keeping up with consumer trends and introducing smart phone self-service applications
- Bridging the gap between platforms from kiosks, online systems through to mobile phones
- Setting effective KPI’s to measure CSS, customer quality, and customer satisfaction
Customer Loyalty & Engagement
- Sustaining long-term customer loyalty with innovative strategies
- Great expectations and delivering on a promise to clients
- Effectively increasing customer loyalty with mobile technology and social media
- Enhancing customer loyalty through online communities and social CRM
- Modernizing loyalty and rewards programs for the next generation of customer
- Consolidating multiple market segments into one loyalty customer base
Customer Feedback
- Innovation in translation: How are you working with data?
- Transitioning from a complaints center into a proactive service and resolution center
- Managing the risks and benefits of customer feedback through social media
- Short term vs long term ROI in upgrading customer feedback
- Proactively anticipating consumer trends and demands
- Introducing feedback as both an employee and customer engagement tool