I was thrilled to be invited to deliver a presentation for CareerSource Suncoast at their Employee Retreat & Talent Development Day.
My session “Exceptional Service: Enhancing the Customer Experience” stressed the importance of optimizing the customer experience throughout the various touchpoints with their organization. Those interactions define who you are in the mind of the customer, which can be a determining factor in them becoming or remaining a customer with you.
The presentation cited research that found that customers who experience greater value throughout their experience can improve both product use and loyalty.
Employees learned concepts and participated in exercises as a framework to spark ideas and to rethink current customer experience practices for potential improvement opportunities.