Webinars

Insight, A La Carte

Want expertise? Research? Insight on how to improve the customer experience? View past webinars below, and check back here often to register for upcoming sessions.

Joseph Jaffe Webinar Series: Part 1 – The Z.E.R.O. approach Customer Experience Management
According to industry thought leader, four time author & entrepreneur, Joseph Jaffe, in 5 years 50% of all marketing spend should be “direct.” The shift from being a tenant (renting media via “indirect” spending) to a landlord (owning assets through “direct” spending) pivots around the customer and offers the opportunity to truly invigorate and reinvent customer service, experience, and relationship marketing in the process. Joseph shares valuable insights on:, why you should think of promoters as their own NPS ecosystem, how tech and mobile-enabled pilot programs evolve utility, service and experience, the careful balance of automation and human touch, and much more!

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Joseph Jaffe Webinar Series: Part 2 – The Customer Centric Company
In this webinar, Joseph Jaffe will lay out the roadmap and framework for truly delivering against the promise and potential of customer-centricity. Joseph shares valuable insights on making decisions in binary terms: serve your company or your customer, should and could you double the amount spent on retention, what kind of “priceless experiences” can you give back to your “superconsumers” and more!

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What Great CX Companies Do! Featuring customer experience expert & thought leader, Colin Shaw
In this webinar, Colin Shaw will explain what the leading edge customer experience companies are currently doing to improve their customer experience. Drawing from material in his new eBook “Unlocking the Hidden Customer Experience”, Colin will give examples of how organizations are moving CX to the next level.

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Taking NPS to the Next Level
Chief Customer Officer, Deb Eastman presents the evolution of the Net Promoter Score methodology from initial research into today’s more modernised approach, focused on system adoption and integration, NPS2. As the market moves towards a more subscription-based economy, with a greater emphasis on customer experience differentiation, and as social media amplifies the impact of the recommendations you look to Promoters to provide, NPS evolves as well.

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15 Years of Tracking Net Promoter: What have we learned?
Satmetrix Head of Data Science, Brendan Rocks leverages this unrivaled historical knowledge and takes a deep dive into our US and UK consumer NPS benchmark study findings. He’ll also share an examination of NPS trends, by industry, over time, insight into the demographic factors which affect scores, and much more!

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Join Deb Eastman, Chief Customer Officer of Satmetrix, as she shares insights on how you can build a customer experience program that drives customer loyalty, increases word of mouth, and delivers improved business performance.

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Increase customer satisfaction by understanding the entire customer journey

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Drive improvement by leveraging success metrics along each key customer touch point

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Incorporate best practices to maximize revenue by decreasing customer churn

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Delight your customers by successfully closing-the-loop

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