May 08, 2013
Webinar - SMBs Need Support to Maximize the Customer Experience
By Peter Bernstein, Senior Editor
At the risk of sounding like a broken record, the term “improve the customer experience” has become embedded in the language of business organizations of all sizes. In fact, the fastest growing C-level positions in major enterprises around the world have titles similar to “Chief Customer Experience Executive” (CCEE). These are individuals charged with enterprise-wide responsibilities to coordinate previously siloed operations so they are focused on cooperating to maximize the value in customer interactions by making sure the right people have the right tools at the right time to create compelling customer experiences.
The facts or the matter are that large entities have huge cultural and technological challenges in tackling the issues regarding implementation of best practices to create great customer experiences. Yet, in many ways the needs of small-to-medium sized businesses (SMBs) are just as great. They too are aware that improved customers experiences translate into more customer loyalty and to the creation of an environment where they can:
- Cross-sell products and services
- Reward loyalty
- Turn loyalists into brand advocates
What SMBs do not have is the time and technology resources it takes to implement what is requisite in an online world for creating those great customer experiences.
In today’s “Age of Acceleration” where the only constants are change and the speed at which it is increasing, having state-of-the-art solutions to accommodate change and keep up with customer expectations when they connect with you is a competitive necessity. A harsh reality for SMBs is that when they reach out for the technology support they know they need, it becomes a moment of truth since the goal is to invest in capabilities that will enable them to take customer experience to the next level in order to reap the benefits cited above.
The good news is that there are solutions available to SMBs to effectively and efficiently improve the customer experience by getting the right and best support. In fact, this will be the subject of a webinar I will be moderating on May 23 at 2:00 p.m. EDT tilted, “Reinvent Customer Experience with Technology Services.”
You are invited to join me and James Morehead, vice president of Product Management and Corporate Marketing for Support.com, as we discuss:
- The impact of wireless networks, mobile devices, cloud services and BYOD on customer experience.
- Why technology support is a moment of truth when building customer loyalty.
- Key challenges and opportunities with traditional technology support.
- How next generation technology services drive customer experience.
- Best practices from industry-leading technology service deployments for communication providers, retailers, technology companies and others.
If you are the CCEE for your company, whether you are a big organization and especially if you are an SMB and have this as one of your responsibilities, this webinar is designed to provide the insights and information you need to make informed decisions about how you can improve the customer experiences your company provides and translate them into sustainable competitive advantage.
Edited by Alisen Downey