Workshop 7 - Customer Experience Management (CEM) and its impact in the generation of quality, productivity, and customer loyalty.

Objective:

To provide participants with the key elements for developing the platform to incorporate the customer experience into the corporate experience; create an emotional link between the collaborators of the organization and the customer; innovate in the way of interacting in each contact opportunity; establish competitive differentiators, and measure customer perception and its impact on the business.

Topics:
The evolution of CEM.
Basis and key factors of CEM.
Phases for the implementation of the strategy.
The power of a great experience.
Measuring tools and how to take advantage of them.
Understanding and satisfying:
The voice of the customer.
The voice of the processes.
The voice of the businesses.

Intended for:

 Directors and Managers responsible for establishing the strategies of interaction and business development with the customers.
   
Copyright © 2007 Instituto Mexicano de Teleservicios. All rights reserved.
Need Flash Player 6 installed.