Recorded Webinar: Customer Experience: Making it Personal

Panellists

The Webinar Contents

Perhaps the most elusive goal for mass-market customer service operations has been the ability to deliver a unique experience for each customer interaction. Despite holding incredible detail about customers, the ability to use this insight, in real time, has been a vital missing link.

This webinar explored how you can offer a unique experience for each and every customer.

Agenda

• Introduction – Jonty Pearce, Call Centre Helper
• Customer experience: Making it personal – Martin Hill-Wilson, Brainfood Consulting

Click here to view the slides from both speakers

• 7 ways to personalise customer experience  – Tim Pickard, NewVoiceMedia
• Your tips – All the tips from the audience have now been turned into an article 26 Tips to Personalise Customer Experience

Winning tip – “empowering staff by using random acts of kindness. For example resolving an enquiry using information gathered to find an incentive personal to that customer.  E.G. a story book was sent to a family for a customers whose present was delivered late.  Just giving contributions made in place of a regular gift voucher as an apology.” thanks to Sandra.

• Interactive Q&A – Live questions from the audience

Topics to be discussed

• Why personalisation matters
• How to anticipate situations that matter to customers
• The role of CRM and telephony in delivering a personal experience
• Personalised customer experience in action
• Top tips from the audience
• Interactive questions and answers

This webinar is brought to you by Call Centre Helper and is sponsored by NewVoiceMedia.

Original Webinar date: February 2013