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Most products and services have become commodities so how does a company differentiate itself? There is only one real way, the experience your customers have with your company. What is their perception after their interaction with your customer service operation? In this session we will discuss what the benefits could be for your company by focusing on and measuring customer success. You will hear how Snap-on Tools, a leading global innovator, manufacturer and marketer of tools, used speech analytics to capture critical feedback from their customers and incorporated it into their customer journey mapping to identify areas of opportunity with huge financial implications to the company. You will hear how they engaged with their Customer Experience team and presented their findings to senior management in order to gain executive sponsorship.
Publish Date: October 20, 2015
TSIA is well worth the investment. This is the one place where you can come and get a fusion of ideas that you can then marry up to the goals and objectives of your organization and boil that down into several actionable plans that you can implement over the next 6 months to a year.
Peg Rodarmel, SVP, Subscription Services, Infor
The Technology Services Industry Association (TSIA) is dedicated to helping services organizations large and small grow and advance in the technology industry. Find out how you can achieve success, too. Call us at (858) 674-5491 or we can call you.