CUSTOMERS FOR LIFE

4th & 5th November 2010 | Sydney, Sydney Harbour Marriott Hotel

Research from McKinsey shows satisfying and retaining current customers is three to ten times cheaper than acquiring new customers, and a typical company receives around 65% of its business from existing customers.

The late '90s mantra of "Show me the money" has morphed into "Show me the value," reflecting a new focus by customers hungry for value in all its forms. Today's customer expectations are clear. They expect good value for their money and timely acknowledgement and resolution of their issues by knowledgeable employees

Customers for Life explores how to build a customer-driven culture in your organization, how to co-create with customers in order to build a lifelong relationship. It investigates how to create and further enhance great customer experiences through new developments in social and mobile media. Furthermore, it takes a detailed look at how to measure the effectiveness and success of your customer experience management strategy and how to attain brand advocacy which, ultimately, will result in maintaining your competitive edge.

Key topics

Measuring customer experience

Building a customer experience culture in your organization

Using all aspects of new media to enhance customer experiences

Co-creating with customers

Converting customer loyalty to advocacy

Key features

Prioritising Customer Experience Management as a key business initiative throughout your entire organisation

Measuring customer satisfaction and intelligently incorporating this information into corporate goals and performance indicators

Leveraging customer insights to co-create and consistently and continuously excel at customer service

Exploring the exciting and ever-changing world of new media and the whole new dimension of customer experience this has opened up

Capitalising on social media as a measurement and marketing tool

Attaining brand advocacy by creating excellent customer experiences

http://www.marcusevans.com/marcusevans-conferences-event-details.asp?EventID=16928&SectorID=3

* All AIMIA members are entitled to a discount of 10% when registering with Ms. Esther. Please contact Ms. Esther for details and quote EN-AIMIA during registration. *

For further details and brochures, please contact:

Ms. Esther Wong

Tel No: +603 2723 6736

Fax No: +612 8088 6090

Email add: estherw@marcusevanskl.com