Having begun my Customer Experience career in the world of telecoms, my upcoming featured speaker status in Telecoms IQ’s upcoming Customer Experience Management in Telecoms Virtual Summit 2011 is something of a homecoming. My August 9 session will open three weeks’ worth of speaking engagements and events related to the subject of CE in telecoms.
As my presentation continues to come together, it’s becoming clear to me that my attendees will not only benefit from my experience as vice president of Customer Experience for British Telecom, but also from the background I’ve built since starting Beyond Philosophy.
My presentation will focus on the often ignored, but crucial emotional side of the Customer Experience. This is essential since more than half the typical Customer Experience is based in emotion, not rational or physical factors such as price or quality. I’ll discuss how and why deliberate structuring of your Customer Experience helps to cultivate positive emotions in customers and improves the bottom line. In addition, I’ll share seven strategic keys to understanding your Customer Experience so you can more effectively address the emotional needs of your clients.
The best part is that you can attend my session from anywhere in the world. The live webinar format makes it possible for you to learn from your location. In fact, the webinar is an excellent example of a great Customer Experience – a way for us all to ‘practice what we preach.’ In-person conferences have unique benefits, but they can be expensive in both time and money. The webinar allows us all to be comfortable in our own environments while still participating and interacting with peers and experts. See how well the Customer Experience is going so far?