Return on Relationships: Eight Insights Gained from the Total Customer Experience Summit

Global Response attended the 2014 Total Customer Experience Summit, this year in Miami, where business leaders came together to discuss how understanding and improving the customer experience can impact their brand.

All customer touchpoints – whether on-line, in-person, or on-the-phone – impact the customer experience.

As an increasing amount of transactions now occur via ecommerce, social media, email and phone calls, brands are taking steps to deliver personalized customer experiences. Building trust and long-term relationships requires a new approach in the digital age. Therefore, brands are committed to rethink their approach to customer relationships, and create an emotional connection with their customers.

A team from Global Response attended the Total Customer Experience Leaders Summit (TCEL), held in Miami in early April. Chaired by — Scott Swift, Vice President of Customer Information for Hunter Douglas — the summit offered sessions related to its theme of “Return on Relationships: Factoring Empathy into the Stakeholder Equation.” In his presentation Scott stated a key point from the conference:

Scott Swift, VP of Customer Information at Hunter Douglas

“In today’s complex business world, delivering on the promise of a great customer experience is more difficult than ever. We rely more and more on business partners to manage key touch points and represent our brand promise. Finding the right partner and closely working with them is really the only way to achieve a world-class customer experience.” – Scott Swift

Eight Insights on Improving the
Customer Experience

Here are eight actionable insights, taken from the show, on how to improve the customer experience. Some apply directly to customer care, others deal with forward-facing marketing efforts, but all are relevant to today’s brands.

In the end, the Total Customer Experience Summit can be framed by the poet Maya Angelou’s quote, “I’ve learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.”

Global Response is The Brand Care Call Center. We provide a full complement of contact center solutions including phone, chat, email and social media. For four decades, we have supported such esteemed brands as National Geographic, Tory Burch, Zara, Crate&Barrel, Ally Bank, and Lane Bryant.

Our partners are highly focused on enhancing their brands, and value Global Response for our commitment to the customer experience. At Global Response, your Brand is our Passion.

Categories: Business Process OutsourcingEventsExperienceSocial Media
Tags: Customer ExperienceRelationship MarketingTCELTCEL14