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Keynote - Going Beyond Surveys - Creating a VOC Process for Greater Impact

Monday Mar 23, 12:00 PM – 1:00 PM EDT — LISTEN TO RECORDING



The CX environment has changed dramatically. Customers seldom read directions but expect seamless experiences and immediate response. Employees expect success in a non-blame environment. To get out of firefighting, service systems must migrate to Customer Experience 3.0, that is, being proactive, preventive and engaging. CX 3.0 allows you to create a compelling business case for investment in preventing problems and proactively communicating using technology and empowered staff.

Goodman will cover:

  • Customer behavior and expectations, including B2B environments and top-line results of the 2020 National Rage Study, co-sponsored by Kraft/Heinz
  • Eight steps for moving to CX 3.0 and creating a compelling business case
  • Practical examples of proactivity, prevention and engagement from a dozen leading companies
  • Evaluating technology solutions based on revenue impact rather than just efficiency
  • Self-audit for CX 3.0 readiness on processes, business case and Voice of the Customer

Five early registrants will receive signed copies of Goodman’s latest book, Strategic Customer Service.

Presenter:

John Goodman, Vice Chairman, Customer Care Measurement and Consulting

John Goodman John Goodman, Vice Chairman, CCMC

John is a customer experience researcher, innovation, and entrepreneur. A co-author of the 1970’s breakthrough study of consumer complaint behavior and customer service for the White House Office of Consumer Affairs, John is one of the original trailblazers of the customer experience industry. His contributions to this research overturned conventional wisdom and were instrumental to repositioning customer care as a potential profit center. John is an engineer by training and a highly sought-after speaker. He is also the author of Customer Experience 3.0, which focuses on why companies need to learn the benefits, pitfalls and best practice of the latest technologies to create a seamless customer experience that will improve your bottom line.