Innovation through Powerful Customer Experiences & Solutions
Designing and delivering unique and distinctive customer experiences is a next-frontier growth strategy, replacing mere product selling.
Increasingly, customer experience is the differentiator that customers use when making purchase decisions.
The “experience economy” requires perpetual innovation in organizational culture, attitudes, and policy.
In today's hyper-competitive business environment, companies face the perennial challenge of making their offerings more distinguishable, more desirable and more profitable. Companies that pursue an experienced based strategy deepen relationships with customers, expand control over the value chain, and change the value proposition of their products and services. Companies need a design strategy that makes these changes authentic to their organization, uniquely distinguishable from their competition, and memorable for long term benefit; companies need the "Authentic Customer Experience that's Sustainable" (ACES) seminar. ACES will give you the roadmap necessary to gain distinctive, authentic change that increases profits immediately and gives you long term competitive advantage.
At this seminar, you will learn how to move beyond traditional, duplicable customer satisfaction, to creating authentic customer experiences that are sustainable, leading to the results you demand; increased profits.
ACES Seminar Learning Outcomes
Through case study, hands-on exercise and interactive discussion, participants will learn key differences between product-oriented logic and experience-oriented logic. As a result of attending this seminar, participants will:
experience and loyalty; including the use of Appreciative Inquiry (Ai) and
Emotional Intelligence (Ei) in strategy design
- Develop a framework for a powerful new strategy that integrates resources across the
company to create customer solutions, including strategy, structure and culture
- Walk away with process, methods, and templates to design your customer experience
from start to finish
- Learn about future trends in customer experience strategy and how you can leverage
your customer experience investment better.
"The ACES seminar will give you the tools, the roadmap and process understanding necessary to return to your company and create the optimal customer experience; results that are authentic, sustainable and profitable."
Who should attend?
"If You Have Customers - This is a Must Attend Seminar."
The ACES certification program is designed for those responsible for the design and implementation of customer experience strategies within their organization, including. Such as:
· Business Owners
· Entrepreneurs
· Sales Managers
· Marketing managers
· Customer experience facilitators
· CRM professionals
· Brand professionals
· Marketing and sales professionals
This seminar is appropriate for anyone interested in how to turn customer experiences and customer happiness into meaningful, brand-building value opportunities.
Bring your colleagues with you to the event. By attending together, you and your colleagues will build internal expertise, ensuring the results you want.
The presenter – Matthew Selker -- is a highly
sought after expert in the field of
experience optimization.
Here is a brief introduction:
Matthew Selker is Chief Experience Officer and Senior Consultant at mattselker.org; a company specializing in experience optimization and positive organizational development and change. Matthew and his team are helping organizations across North America obtain tangible results in the areas of customer experience optimization and organizational change.
At the seminar he will share some of his experiences on how an authentic customer experience will increase loyalty and retention in industries such as telecommunication, financial services, retail, tourism, entertainment, banking, insurance and others.
Before launching mattselker.org, Matthew served as executive director of a community development corporation, a social entrepreneurial venture, CEO of Your Wireless Connection, Inc, a retail provider of wireless communication services. Matthew has in excess of 25 years of entrepreneurial management and marketing success.
Matthew is a graduate of Edinboro University of Pennsylvania with a degree in Business Administration and Marketing and pursuing a Masters degree in Positive Organizational Development and Change at the world renowned Case Western Reserve University Weatherhead School of Management.
Discover how to make every client connection a positive one—a skill that’s especially crucial during an economic downturn.
Incorporating the voice of your customer into your business requires more than just reading customer comments.
Attend this session to learn new ways to excite your employees about the experiences they deliver and integrate customer feedback into action!
This page was last modified on Thursday, June 25, 2009