Heard the new realities in customer service? Delighting customers doesn’t pay, the “dazzle factor” is wildly overrated, and customer service won’t make your customers more loyal. Crazy, hey? Well, maybe not.
A recent study by Corporate Executive Board (CEB), a leading member-based advisory committee for tens of thousands of organizations around the world, showed that what customers value in service situations more than anything else is for companies to make customer service effortless for them. CEB also found that companies that provide low-effort customer service experiences are 31% more likely to win repeat business, and 88% of them were able to increase their share of wallet. While the numbers are certainly appealing, it still begs the question: How does one begin to achieve this service nirvana?
Join salesforce.com for a special event on November 20 in Montreal to find out. Featuring highly sought after guest speaker, Matt Dixon, Executive Director at CEB and co-author of "The Effortless Experience”, we will deliver a rich program with valuable insights, research data and examples that shatter pre-conceived notions of what customer service organizations should try to solve. You’ll learn about what leading service organizations are doing to drive success and discover the best practices to deliver the Future of Customer Service.
2200 Mansfield Street
8:30am Registration & Reception
9:30am Keynote: The Future of Customer Service
12:30pm "The Effortless Experience” with Matt Dixon, co-author & Executive Director CEB
1:30pm Innovations in Customer Service
2:00pm Customer Discussion and Best Practices
2:30pm Networking Reception
Don’t delay. Reserve your seat now. The event is complimentary, but spaces are limited. We look forward to seeing you!