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Presenter: Lance Kessler, Lance Kessler & Associates
This 90-minute program will be presented live on: February 16, 2023 – 10:00-11:30 a.m. CT
Recording available through: May 16, 2023
This session will provide you with a step-by-step approach for defining, developing, and delivering a superior customer experience. It identifies the key challenges to delivering a superior customer experience. It focuses on how to define the superior customer experience your financial institution wants to deliver and how to measure if you are consistently delivering it to your marketplace. It also describes how to use a Customer Experience Steering Committee to oversee the implementation of this strategy.
After the foundational elements are covered, the session focuses on mapping the customer experience in key delivery channels, such as the branch, face-to-face, online, etc. The session then brings together the mapping process with customer journey mapping that factors in key aspects of the overall customer experience. This process leads to the identification of key issues where improvement is needed in each dimension of the customer journey. The customer journey mapping information can also be used to develop tactics for your marketing plans.
Topics will include:
How to use a step-by-step process to define, develop, and deliver a highly differentiated, consistent customer experience
Target audience: Any employee of the bank who is involved in or responsible for developing, implementing, or delivering your bank’s customer experience approach.