March 25 - 27, 2019
Hyatt Regency Indian Wells, CA
Senior Manager, Global Quality and Continuous Improvement
Oftentimes we focus deeply on ensuring our customer’s experience is outstanding, but oftentimes forget our employees and suppliers depend on us to provide them with the same exceptional experience. During this session you will learn how to improve extend your CX program to retain top talent and preferred supplier status.
11:10 AM Keynote Fireside Chat: Creating an Emotional Connection with Your Customer to Encourage Brand Advocacy
•Where does creating this emotional connection with your customers begin?
oDoes this start with your employees? Your leadership? Can you train on this?
oHow does your fun/engaging voice also engage your internal teams to provide better experiences?
•How does expressing your brand’s voice in a fun way encourage people to engage with you?
•How do your company values allow you to engage customers in a fun way? How does your company culture work to your advantage with attracting customers?
oHow can you balance speed and efficiency while also surprising and delighting?
•How can you surprise and delight your customers at scale when it often seems like surprising and delighting has to be personal and a bit more one on one?
oHow can digital efforts help with this?
•How do you monetize this effort of surprise and delight?
oHow do you measure what effect this has on your business?
oHow do you incorporate this kind of engagement into your business model
•How can marketing and CX work together to make your brand connect emotionally with customers?