Friday, October 7, 2011

Customer Experience Assassins and Customer Care for Gen X and Y

The North American Conference on Customer Management (NACCM) would like to invite you to enjoy two complimentary resources in the six weeks leading up to the event. First, join us for a complimentary one-hour web seminar: Do You Have Customer Experience Assassins? Investigating geo-demographic differences across sectors.

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. Join us for the webinar on Wednesday, October 12, 2011 from 2:00 PM - 3:00 PM EDT.

Register here:

Please mention code MWS0042SM when registering

Secondly, NACCM's partner, GfK Custom Research North America, has recently published "The Generational Effect", a white paper that explores the concept of generation and the extent to which various generations are both similar and different in their degree of loyalty, and the drivers of loyalty to companies in the various sectors. GfK compares key loyalty metrics from the benchmark surveys in the banking, automotive, credit card and cell phone sectors to reveal insights associated with this conjecture. To read the paper, click here.

Want to hear more from GfK? Join us at NACCM for the session "Become a Better Leader in Customer Loyalty: Customer Loyalty and Experiences Across the Generations" on Tuesday, November 15th, 2011.

Drawing on GfK Customer Loyalty cross-industry benchmark surveys, this session compares the generations in terms of the delighters that drive customer loyalty and dissatisfiers that drive customers crazy and lead to defection. Explore the similarities and differences between generational cohorts, such as Millenials (GenX) and GenYers, Boomers, Traditionals and emerging GenZ. To learn more, download the brochure.

Plus, you won't want to miss out on this year's keynotes:
Janice Green, Chief Customer Advocate, NATIONWIDE INSURANCE
John Costello, Chief Global Marketing & Innovation Officer, DUNKIN BRANDS
Jamie Noughton, Speaker of the House, Chief Culture Ambassador, ZAPPOS.COM
Michael Hoffman, Author, CUSTOMER WORTHY
Pete Winemiller, Senior Vice President, Guest Relations, NBA'S OKLAHOMA CITY THUNDER

Register today.

We look forward to welcoming you this November 14-16 at Disney’s Contemporary Resort in Orlando.

The NACCM Event Team
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