Getting it right: Attracting and retaining customers in a socially connected worldLondon breakfast briefing, hosted by Convergys |
 |
| New research by Convergys (one of the world’s leading CRM specialists) shows that recession, demographic shifts, and social media have changed customer expectations and behaviours. Today’s consumers are not just looking for the lowest cost, but for the best combination of product, price, and service. They are more willing to seek out the right experience and more likely to switch providers if they don’t find it.
In this breakfast briefing, hosted by Convergys, Shaun Smith shared stories of how companies such as Zappos and First Direct have turned customers into their most effective advocates. He explained the benefits of re-thinking a business from the customer’s point of view, and how delivering a superior customer experience can help to maintain growth. Joining the debate were Gareth Turpin (Head of Customer Service Transformation, O2) and Neil Davey (MyCustomer.com Editor). |