Secrets of Customer Service Leaders – How They Differentiate by Daring to be Different

Description

Due to accelerating technology, your customers’ expectations have changed. They can get their TV, music, shopping, and friends all “on demand” 24/7/365. They expect customer “service” to mean customer “Urgency!” They want what they want – when they want it – and how they want it. So, if you don’t deliver at (nearly) Internet Speed, they will consider you substandard, lazy, or that you don’t need the business.

On top of that, they want you to empathize with their busy schedules, their lack of education (re: your products/services) as well as their personal vulnerabilities and frustrations. Ross will show you how to make sure you are consistently aware, empathetic, and urgent so you can retain your current customer base…while you are wrangling customers away from your competitors.

“Finally a motivational speaker without the speech.” – Jay Leno

Prepare to be entertained. Join Ross Shafer, Emmy® Award winning network host, writer, and producer and KANA’s Vice President of Product Marketing, Vikas Nehru for a one-hour free webinar. At KANA, we believe that this is the age of the customer. Increasingly, it’s the customer experience that makes the difference between customers retained, gained, and lost. To be in control of the customer service experience is to be in control of the destiny of your business. On this event, we’ll briefly explore how KANA Service Experience Management (SEM) puts you in the competitive position of having complete control of the service experience. With that control, your business can create service experiences that hit the mark on budget goals and your brand promise.

Key discussion areas include:

* Importance of good customer experience
* Challenges in delivering good customer experience (consistent awareness , empathetic, etc)

Date & Time-
November 2, 2011, 8:00AM PT / 11:00AM ET / 4:00PM GMT

Presenters-
Ross Shafer, Emmy® Award Winner , Vikas Nehru, Vice President, Product Marketing, KANA

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