IPIC Live Learning – Monday

Jul 10 2017
8:30 am - 12:00 pm
Milan 3

IPIC Live Learning – Monday

Keynote: Creating Exceptional Customer Experiences with Tom Connellan, “The Actionable Ideas Guy”

Have you noticed that customers are tougher today? New York Times Bestselling Author, Tom Connellan explains why and what you need to do about it right away. This session is based on Tom’s book, Inside the Magic Kingdom, which describes how Disney creates exceptional customer experiences and how you can do the same. His basic premise about brands and customers is that “a brand does not and cannot exist separately from your customer’s experience.” As Tom puts it, “your customer’s experience is your brand!” See how creating an exceptional customer experience builds both a winning brand and a winning bottom line. Learn the five different levels of loyalty and what it takes to move customers from one to the next. Tom takes you behind the scenes at companies that create world-class customer experiences. He combines that with the latest research (covering more than 110,000 customer transactions) to show you how to capture the hearts and minds of your customers.

  • Why, in the eyes of your customer, your competition isn’t who you might think it is and what to do about that
  • How to capitalize on the one internal factor that stands out above all others as the largest single predictor of customer loyalty
  • How to retain at-risk customers
  • How to find out the real reason a customer stopped buying from you
  • Why customer satisfaction is a poor predictor of loyalty and what to do about that

Additional programming TBA

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