| Do You Have Customer Experience Assassins? Investigating geo-demographic differences across sectors |
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Wednesday, 12 October 2011, 14:00 - 17:00 |
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Are there customers out there who are just impossible to satisfy? That is, those customers who consistently evaluate products and services unfavorably regardless of industry. Response style explanations notwithstanding, this type of so-called, “Customer Experience Assassin” lurks out there and could be damaging not just your brand but others in their path. But who are they, how do we avoid their ire, and what, if anything, should we do about them?
Likewise, there are “Customer Experience Angels”, individuals who float through life blissfully unaware of the poor service and products they endure. They won’t complain about cold soup or the unkempt hotel room. They won’t return things, don’t complain much or at all, and they are generally happy people. Or maybe they just generally get better service for a variety reasons. Either way, as an organization you would want to know, “who are they and how do we get them to have an even greater influence on others?"
To answer these questions, Dave Fish, VP of Client Solutions, Maritz Research, guides you through discoveries found using Maritz Research’s CEBenchmarks study. In this study we track 34 customer experiences in 16 different industries among 263 different brands. We interview approximately 3,300 consumers per month who evaluate 1-5 brands. With over 14,000 respondents, we looked at those who consistently rated their customer experiences high (“Angels”) versus those who consistently rated their customer experience low (“Assassins) across multiple sectors and industries.
What you will learn
• How Assassins and Angels differ demographically from the population as a whole
• What industries suffer from a higher and lower proportion of each
• What areas of the country are associated with higher or lower customer experience ratings
• What you can do about Assassins and Angels from both a practitioners and metric standpoint
Space is limited.
Register Here |
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Location: Webinar |
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