Getting C/E Right Across Segments: Driving Acquisition & Retention

Excellence in customer experience has become the critical differentiator in today’s competitive marketplace where your customers will not hesitate to blog, tweet or post about their experience with your brand. In fact, poor customer engagement results in an estimated $83 billion loss by U.S. enterprises each year because of defections, abandoned purchases and negative word of mouth. Creating and managing a framework for exceeding customer expectations can significantly impact business results. With decades of consulting experience, Santiago Solutions Group has been helping clients enhance their customers’ experience in this digital age and we want to share some of our industry insights and experience with you.
“Getting Customer Experience Right Across Multicultural Segments – Driving Acquisition and Retention” 

Excellence in customer experience has become the critical differentiator in today’s competitive marketplace where your customers will not hesitate to blog, tweet or post about their experience with your brand. In fact, poor customer engagement results in an estimated $83 billion loss by U.S. enterprises each year because of defections, abandoned purchases and negative word of mouth.

Creating and managing a framework for exceeding customer expectations can significantly impact business results. Yet with so many customer touch points, how do we prioritize which are more important – OR do we have to get it ALL right? With decades of consulting experience, Santiago Solutions Group has been helping clients enhance their customers’ experience in this digital age and we want to share some of our industry insights and experience with you.

This webinar covered:

  • Deploying a 360⁰  customer experience strategy in the digital age
  • Identifying key drivers of customer  satisfaction, and the impact on acquisition, renewal and positive word of mouth referrals – across multicultural consumer segments
  • Aligning customer sensitivities within your multicultural and generational (Millennial, Gen X, Boomer) segments
  • Earning the holy grail of customer engagement: “Extremely Satisfied!”

Webinar Video Playlist

Featured Video Segments

market-context-and-customer-experience-challenges identifying-customer-touch-points multicultural-differences-in-customer-experience why-is-customer-experience-important presentation-summary-customer-experience

  Featured Speakers for Customer Experience Webinar

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