Customer Service in the Digital Era
Customer experience is the new competitive battlefield. Unhappy customers can slash your business with a single tweet. Happy ones can lead to stellar success. Tema (rhymes with Emma) discusses the 3Ps of Profit: Promise, People & Process, outlined in her bestselling book, PeopleShock: The Path to Profits When Customers Rule.
Versions of this can be presented as a full or half-day, hands-on, intensive course; as a 90 minute workshop; or as a keynote or other talk. It covers:
- What is 360 degree customer experience, and how does it differ from traditional customer service?
- Where to look to determine if you have a brewing customer experience problem
- Customer journey & related process mapping
- How to gather the relevant customer data to help you determine specific change priorities.
- How to get internal buy-in for making changes
- Social media planning, monitoring & damage avoidance/control
- Tools and metrics for monitoring and improving