Thursday, July 20, 2017
10 AM Pacific / 12 PM Central / 1 PM Eastern
Have you ever heard of the “customer experience perception gap?” It’s defined by a statistic that has been around for several years:
80% of executives believe that they deliver a superior customer experience, but only 8% of customers agree.
What gives? How is that possible?
Thanks to the fact that many companies still live by the old management adage “the purpose of a business is to maximize shareholder value” rather than by Peter Drucker’s mantra “the purpose of a business is to create and to nurture a customer,” that perception gap is not only possible but also still as wide today.
If your executives have adopted the old management adage, then your company has likely made the “CX Loser List.” Attend this webinar for advice on eliminating the processes and policies that cause your company to land on the loser list as well as:
- some of the most common and egregious customer experience killers
- why these things matter to customers, and
- how you can overcome them and be a CX Winner!
Annette Franz is CEO of CX Journey Inc, a boutique consulting firm specializing in helping clients ground and frame their customer experience strategies in/via customer understanding. Her passion lies in teaching companies about customer experience and helping them understand the importance of the employee experience to a great customer experience. She has 25 years of experience in the CX space and has been recognized as one of “The 100 Most Influential Tech Women on Twitter” by Business Insider and by several other organizations as a top influencer in Customer Experience. She is an active CXPA member, as a CX Expert, CX Mentor, and a SoCal Local Networking Team Lead; she also serves as an executive officer on the association’s Board of Directors.