Coventry (PRWEB UK) 9 February 2014
Rapide, providers of the award winning customer feedback solution, Rant & Rave, are pleased to announce a webinar focused on customer satisfaction.
This one hour session will explore why brands shouldn't be content with satisfying their customers, instead they should aspire to delight them. In return consumers will remain loyal and become advocates for life.
The webinar, to be held on the 18th March, will feature customer satisfaction experts with a combined experience of 80 years. Panellists include a customer change advocate, renowned customer experience authors and a Chief Marketing Officer. Between them they have been instrumental in instilling customer experience and delivering value to some of the world’s leading organisations.
The first of the three speakers is James Scutt, Network Change & Customer Coordination Manager at the Post Office. James has over 19 years of experience in customer service and is currently responsible for coordinating, planning and effectively managing change in the Post Office’s national branch network.
During James’ session, he will be looking at putting customers at the heart of the business, in order to create a customer centric organisation. He will explore a number of key aspects relating to this with regards to his own work at the Post Office, including how branches were physically transformed and how to use digital channels to connect customer touch points.
Rapide’s second session will feature two speakers, Randi Busse & Carol Heady, authors of ‘Turning Rants into Raves.’ Randi is President of Workforce Development Group Inc and many diverse companies have relied on her guidance to help improve customer experience. Carol is President of Learning and Performance Solutions and has trained thousands of employees to deliver customer service excellence.
Their session will focus on turning Rants into Raves and the art of capturing a customer’s heart. Specifically, their session will cover the 5 principles of customer service, including insightful snippets from CEO’s that consistently demonstrate a great customer experience, as well as illustrations depicting real customer service situations, both good and bad, that bring levity to a serious subject.
Our final customer satisfaction expert is Gary Schwartz, Chief Marketing Officer and VP of Americas for Rapide. Gary is a visionary leader, offering over 20 years of strategic marketing experience, with a track record of delivering revenue to businesses. He specialises in creating repeatable, scalable marketing processes that maximise lead generation and conversion, while minimising costs for early stage businesses to drive growth.
During his session, he will focus on combining ideas, strategy and technology to create the ultimate customer experience. He will explain how brands can pick the right technology to engage their audience throughout the entire customer journey, how brands can turn insight into action by recovering ‘Ranters’ in the moment and how to mobilise ‘Ravers’ and turn them into your secret sales force.
Rapide was launched in 2000 by Nigel Shanahan and is one of the UK’s leading customer engagement specialists, counting half of the FTSE as clients.
Their technology lets brands proactively communicate with and listen to the Voice of their Customers so they can take real-time, inspired action.