What is the Customer Experience you are trying to deliver?
What emotions are you trying to evoke? What do your customers really want?
What should you do first?
These questions were answered in the keynote address given by Colin Shaw at the Call Centre & Customer Management Expo in the Birmingham NEC, Tuesday 22nd of September.
Have a look at the presentation: How to retain customers in a recession (PDF)
An event full of interactivity which covered topics such as:
•Why customers leave.
•What strategic questions your company needs to answer.
•Which are the steps to build an emotional engaging experience.
•What is the subconscious message you are delivering?
•What is Emotional Signature? What emotions drive or destroy value to your business?
•How to anticipate customers’ needs.
•How to design an emotionally engaging experience.
By Colin Shaw | Published: September 23, 2009