We don’t put a lot of ‘promotional’ material on this blog, but if you’re involved in customer experience, this is an absolute must-see event. Abraham Venismach has done an amazing job of pulling together a truly global who’s-who of customer experience experts. It has been an unbelievable privileged for me to co-host this Summit with Abraham and the amazing Steve Zannos.
Read below for the details, and I hope to (virtually) see you there!
9 Days Of Free Classes
It begins with nine days of free classes, from March 4, 2018 to March 14, 2018. It’s online – so everyone can attend. The topics are awesome. Here’s where you can register: https://goo.gl/ZXxy31
Here’s The Outstanding Line-Up Of Customer Experience Experts
Day 1 – Sunday, March 4th
Kickoff!
Join us to kick off CX Masterclass week. We have something special for those who join us. 😉
Day 2 – Monday, March 5th
Annette Franz, CCXP
Goes live at 3pm ET
Journey Maps: 6 Steps from Maps to Outcomes
What you will learn
- The benefits of mapping customer and employee journeys
- The basics tenets of mapping journeys
- Why journey maps fail – and how to ensure yours don’t
- The six steps you must take to effect real change with journey maps
Day 3 – Tuesday, March 6th
John DeJulius
Goes live at 3pm ET
10 Commandments to Creating A World-Class Customer Service Organization
What you will learn:
- Learn the methodology that best in class customer service organizations all execute
- The critical role of having a Customer Experience Executive has
- Become the brand customers cannot live without
- How to make price irrelevant
Day 4 – Wednesday, March 7th
Adrian Swinscoe
Goes live at 3pm ET
The 5 Essentials of a Wow Customer Experience
What you will learn:
- How to deliver a world-class customer experience
- Why most fail at creating great customer experiences and how you won’t
- What really drives a WOW experience and what doesn’t
- What you should be doing to help your team and your business stand out.
Day 5 – Thursday, March 8th
Nick Bush
Goes live at 3pm ET
Closing the Loop on Complaints: 7 Steps to Turn Dissatisfied Customers into Your Greatest Fans
What you will learn:
- Why complaints are a frequently-overlooked source of customer feedback
- Why you should take a strategic and joined-up approach to managing complaints
- The three elements of a Closing the Loop strategy:
- Detection – identifying the complaint or the potential complaint and averting it.
- Handling – dealing with the complaint when made and restoring the customer back to the state they were in before the error occurred
- Learning – identifying what went wrong at the “root cause” level and then acting to prevent future occurrences contribute to the wider operating landscape
- The beginning of the 7-step approach
Day 6 – Sunday, March 11th
Abraham Venismach
Goes live at 3pm ET
Small Biz CX Success Story
What you will learn:
- How I went from $70K in the red to 90K in the black in 3 years.
- What you will learn:
- Why you should avoid the word “NO” like the plague.
- How the words “Let me see what I can do for you.” Works like Magic.
- What does Mohammed Ali and Customer Experience Have in common?
- What I learned from a cobbler about CX and how it change my life
- Bonus: How one of my customers went from a 65% Customer satisfaction rating to 95% and some divisions reporting 100% satisfaction and employee turnover dropped to single digits!
Day 7 – Monday, March 12th
Paolo Fabrizio
Goes live at 3pm ET
9 steps to Social Customer Service
What you will learn:
- To plan and implement a SCS strategy
- How to choose what digital channel to integrate into their customer service /call-centre (social, live chat, instant messaging apps)
- What are the main pitfalls to be avoided
Day 8 – Tuesday, March 13th
Mike Wittenstein
Goes live at 3pm ET
How To Sell Your Next CX Project to the C-Suite
What you will learn:
- How to Convert their ideas into outcomes
- How to Feel more comfortable presenting ideas as ‘future stories’
- How to Successfully push back against the typical ‘low-hanging fruit’ and ROI arguments
Day 9 – Wednesday, March 14th
Chip Bell
Goes live at 3pm ET
Customer Shock & Awe… How to get your customer to say “WHOA, that was totally unexpected!”
What you will learn:
- Innovative Service – How to Make Value-Unique a Competitive Differentiator
- Appreciate the importance and power of a unique service experience for all customers (internal and external).
