Morley and Blue Cross Blue Shield of Michigan co-presented using this deck at the 2014 SOCAP Annual Conference.
The topic of customer experience and its definition is being discussed in every company that does repeat business with customers in the marketplace. Customer expectations are evolving and becoming more demanding as customers use a growing number of options to interact with companies along their journey. Customers expect high levels of engagement, ease of access to information and personalized touch points along the way. As technology continues to evolve, it will be more important to fully understand the changing nature of customer expectations and look for ways to walk along with customers on their journeys rather than convince them to take the proposed journey from the company’s perspective.
Major themes addressed in this presentation include:
1. Improving or refining the customer experience by seeing the world through the eyes of the customer
2. How innovation impacts the customer experience
3. How changing customer experience expectations are influencing the way brands deliver customer care
There are a number of ways to achieve this objective. This session will share insight in the following three areas:
1. A review of present corporate models
2. A review of present customer expectations
3. Defining the future – partnering with customers on their journeys
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Understanding the Customer Compass: The Value of Unfiltered Feedback
1. Understanding the Customer Compass The Value of Unfiltered Feedback
Cass Ferris
Director, Interactive
Morley Companies, Inc.
Orin M. Lewis
Director – Auto, URMBT Service Center
& Web Help Desk Support
Blue Cross Blue Shield of Michigan