Professional Development Series New Zealand Convex 2018

NZ CONVEX Professional Development Series:

Time:   8.30am - 9.30am, Wednesday 11th April
Location:   Upper East Concourse (upstairs from the show)
Speaker:   Jim Hainey
Topic:   Secrets of Customer Satisfaction

In an age of "disrupters", Uber, Airbnb etc, is there a way of viewing customer satisfaction differently? Is it possible that what used to suffice as "customer service" no longer cuts the mustard? In an age when even finding the right staff can be difficult, is it possible to maintain the old-age adage that "the customer is always right"? Was the customer ever "always right" and why did we let them think they were anyway?

Why is that some companies turn their customers into raving fans while other companies turn customers away in droves? If customers don't give us loyalty, why should we go out of our way? There's more where they came from. Not that we would ever think that way. Would we?

A recent statistic stated, a dissatisfied customer will tell between 9-15 people about their experience. Around 13% of dissatisfied customers tell more than 20 people. – White House Office of Consumer Affairs.

So what if there was a formula for success when it came to providing outstanding customer service and achieving customer satisfaction? AND what about if that formula was easier to implement than the current methods being used?

Jim Hainey thinks there is and intends to prove it.

If you haven’t registered online for the session and wish to book in, please email kate@appa.com.au. This session is free of charge.