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TAKING CUSTOMER
EXPERIENCE MANAGEMENT
TO THE BANK
Penn-Jer-Del BMA Winter Event
November 6, 2008
175 Strafford Avenue
Suite 130
Wayne, PA 19087
8:00am -9:00am
Registration, breakfast & networking
9:00am -10:30am
Presentation
Customer Experience Management, or CEM, is based on the premise that in any B2C relationship, the customer learns something about the company during every interaction. It's how you handle those "touch points" that influence that customer's desire to remain a customer, recommend your services and spend more. Practical applications include the connection between branding and operations, internal communications and training strategies, and performance measurement initiatives.
Topics will include:
- Best practices in CEM across industry...and how they apply to banking
- The importance of the "first touch" - how to turn an interrogation into the beginning of a beautiful relationship
Taking CEM to the bank - how to assess the ROI of customer experience
Presenter:
Rob Rush is one of the pioneers in CEM and its application as a mainstream business practice. As CEO of LRA Worldwide, Inc., a Horsham-based consulting firm specializing in CEM, he has worked with leading companies in hospitality, sports, healthcare and financial services to help create exceptional customer experiences that lead to increased customer satisfaction and profitability.
Members: $50
Non-Members: $95
Click here or contact Allison Kruse
Mail checks to:
Penn-Jer-Del BMA
Allison Kruse
Sharon Savings Bank
3 Chester Pike
Darby, PA 19023
CLICK HERE TO
REGISTER ONLINE |
