Los Angeles, CA (PRWEB) August 05, 2013
Excellence in customer experience has become the critical differentiator in today’s competitive marketplace where 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 and abandoned purchases.
Carlos Santiago, President & Chief Strategist, and Derene Allen, a Partner at Santiago Solutions Group responsible for Customer Experience and Advanced Analytics, will discuss key drivers, identified by advanced analytics, that should be embedded into the DNA of your business to ensure that “customer experience” drives positive results on acquisition and retention.
Who Should Attend:
Mid to senior-level customer experience, customer care, marketing, call center, social media, and C-level executives.
What: In this webcast, Santiago and Allen will share their insights on:
- 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 – highlighting similarities and differences 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!”
Why: Because improving the customer experience is not an option. It has become the critical differentiator in today’s hypercompetitive, hyper-connected marketplace where your customers will not hesitate to blog, tweet or post a bad experience. To optimize both your market share and your margins, providing customers with consistent, compelling experiences - before, during, and after their purchases - across all channels is critical. But knowing which are the most important to your customers is also critical, as optimizing efficiencies is key in today’s competitive environment.
About Santiago Solutions Group:
Santiago Solutions Group (SSG) is a strategy consultancy driven by management experience and econometric research to help clients focus on where the highest market opportunities exist and which strategies advance total enterprise growth. Since 2000, we have been partnering with clients on strategy development and building organizational readiness to get the most out of growth opportunities. With a focus on the multicultural and generational segments, Santiago Group Solutions has helped clients identify their highest-value opportunities and address their most critical challenges in multiple business verticals such as healthcare, financial services, hospitality, and telecommunications. For more information, call 818-736-5661 or visit http://www.santiagosolutionsgroup.com.