Bill Thomas
Knowing What Customers Need Before They Do
Date: Wednesday, June 19th
Time: 12:00 PM ET
Speaker: Bill Thomas
Most business owners are familiar with the all-star customer experience stories from companies like Zappos, Nordstrom’s, Disney and Starbucks. Though those stories are impressive and inspirational, they leave many executives wondering how they can apply those service concepts to their own businesses.
In this Soundview Live webinar Knowing What Customers Need Before They Do, Bill Thomas, author of Anticipate, offers a unique contribution to the customer service field by providing leaders across industries and business cultures a practical "how to" model for taking their customer experience to the next plateau.
You Will Learn:
- How to differentiate among customer behavior, satisfaction, and loyalty, and why a repeat customer isn't always a loyal customer or one worth keeping
- Strategies that create, and destroy, customer value
- How to manage change, performance, and talent internally
- How to leverage a company’s culture and value chain
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