5 Things That Drive up Customer Effort (And How to Fix Them)
Thursday, June 22nd @ 1:00 P.M. ET.
Over 40% of customers are already frustrated before they reach out to an organization to resolve an issue. Consumers want to get things done quickly and easily and their expectations are at an all-time high - no matter the channel they use to get there. Lower levels of customer effort have shown to increase customer satisfaction, brand loyalty and revenue opportunities. Are your customers satisfied with the path you put them on or do they see it more like navigating a maze?
In this webinar join speakers Michael Roche, SVP of Operations and Jane Price, VP of Marketing, both from Interactions as they discuss:
- Customer Effort - What does it mean and how much is too much?
- Demographics - Who your customer is will impact how you connect with them - but why?
- Channels - What is the right channel mix for customer outreach and should expectations be held at the same standards throughout?
- Self-service and human interaction - when to apply which?
Meet Our Speakers
Jane Price, VP Marketing for Interactions
With over 20 years experience at technology start-ups, Jane specializes in bringing innovative offerings to market. Combining an engineering background with extensive product management and marketing experience, Jane has focused her career on helping early stage and disruptive companies succeed. As VP of Marketing, Jane is responsible for product and go-to-market strategy, corporate brand and communications. Jane and her team focus on advancing Interactions mission to transform the way leading businesses and their customers communicate through Intelligent Virtual Assistants. Before joining Interactions in 2013, Jane led Marketing and Product Management teams at Care.com, TripAdvisor and MathWorks.
Michael Roche, SVP Operations for Interactions
Since joining Interactions in 2006, Michael has played key roles in helping to define and scale both Client and Professional Service functions at Interactions. As SVP of Operations, Michael is focused on managing and maintaining our global network of business process outsourcers. This includes responsibility for operations strategy, workforce planning, forecasting, quality and training.
As an industry expert in technology, services and pricing, he is at the forefront of a consultative approach to finding the absolute best solutions for customers. His deep roots in both technical and call center operations and his passion for customer care allow him to foster strategic relationships with customers.
Prior to his tenure at Interactions, Michael was both Director of Boston-Area Operations and a Contact Center Director at RCN, as well as Director of Audit at the Massachusetts Department of Revenue.
Chad McDaniel is a well-known advocate for the Customer Management Executive and President of Execs In The Know. He works tirelessly to showcase the success of today's Customer Executive.
Execs In The Know believes that advancements in customer success are created when leaders share experiences, outlooks and insights - “Leaders Learning From Leaders.” Our mission is to provide measurable value to the corporate customer executive, by delivering customer experience improvements, in an efficient and effective manner.
Execs In The Know connects customer professionals to valuable content, thought leadership, industry insight, peer-to-peer collaboration and networking opportunities. We support the customer professional in a live format by hosting national events (Customer Response Summit) and conducting a series of Executive Think Tanks.
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