CUSTOMER CARE FOR THE CONNECTED CONSUMER
Social, Community, Forums, Blogs, Video, Mobile
Your customer is highly connected, is your customer service and engagement strategy connected?
Consumer channels have changed and grown dramatically over the last few years. The service plan has been re-written. As your customer's expectations change so must your channel engagement strategy, your measures of success, objectives, hiring profile...etc...the list goes on.
CRS5 looks at how corporations are addressing this evolving landscape and capitalizing on the opportunity to build deeper relationships with the people that use their product/or service. CRS5 is designed to look at all channels of customer engagement with a specific look at “Mobile” and “Social". Attendance at CRS5 is not just about listening. It's about taking the opportunity to participate in team brain storming and problem solving with the worlds most progressive and innovative customer experience leaders.
Take mobile alone, as Service Leaders, how do we plan for shifting demographics and trends in our traditional costs, expectations and planning of revenue capture?
• “US Mobile Commerce purchases made on smartphones and tablets – hit $5.3 billion in 2011. An 83% increase from 2010”
• “By 2016, 37% of inbound customer service calls will be made from smartphones”
• “20% of smartphone customers prefer to use smartphone applications to communicate- solve their customer service issue”
Expected Outcomes:
• Value realization- How do you get the ROI out of these channels?
• Operational costs – What are the current costs to service? What are the future costs?
• Optimization – How to optimize current technologies and other investments?
• Customer Focus – How to identify the customer in the channel and solve the problem?
• How should the traditional contact center be re-tooled? What role does the phone play going forward?
• How do you leverage and combine a complete alternative channel strategy?
• Who is your new agent? How do we staff and train for this?
• Best practices – Adapting new process from knowledge sharing with participants
As you see, we will answer all of your current burning questions.....but don't worry we have tomorrow's questions covered too. In workshops, we will review what is coming and what you need to be to be ready for.
Without doubt, these new channels of customer engagement have opened opportunities to grow and retain customers as well as enhance relationships. Customer Experience Professionals embrace! We are establishing new rules of engagement as we speak. You need to be in Florida for CRS5 to hear directly from your peers about the new guidelines and practical approaches being taken to drive overall customer engagement.
See you in Florida!
Chad McDaniel
President and Conference Chair | |
