Stop Trying to Delight Your Customers!
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Inside the Low Effort Service Organization
Join Matthew Dixon, co-author of the recent Harvard Business Review Article: “Stop Trying to Delight Your Customers” as he uncovers the 6 Keys to becoming a Low Effort Service Organization.
In this Webinar sponsored by IntelliResponse, Matthew Dixon, Managing Director of the Service Practice at Corporate Executive Board, examines the true links between customer service and loyalty, based on a recent Customer Contact Council study of more than 75,000 customers who had interacted over the phone with contact-center representatives or through self-service channels such as the web, voice prompts, chat, and e-mail.
In this Webinar you will learn:
- How important customer service really is to loyalty
- Which customer service activities increase loyalty, and which don’t
- If companies can increase loyalty without raising their customer service costs
Presenters:
Matt Dixon
Managing Director, Service Practice
Corporate Executive Board
Mike Hennessy
Vice President
IntelliResponse
We respect your privacy, by clicking ‘Watch On Demand’ you agree to receive our e-newsletter, including information on Podcasts, Webinars, event discounts and online learning opportunities. For further information on how we process and monitor your personal data click here. You can unsubscribe at anytime.
