Are Your Customer Relationships Sticky?

STARTING DATEJanuary 29, 2014

ENDING DATEJanuary 29, 2014

TIME 18:00 - 19:00

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Event Description

While every interaction with your brand ultimately helps or hinders customer loyalty, the “honeymoon period” of the customer journey is the most critical time for you to create ”sticky” relationships. Evaluating this early phase offers numerous opportunities to set your customer on a path to a higher lifetime value by delivering extraordinary experiences.

From online banks to pharmaceutical companies to retail settings, companies are feeling the pressure to differentiate themselves in today’s customer centric marketplace.  Understanding this first stage of the customer experience pathway helps build the solid foundation necessary to create brand ‘stickiness.’

During this webcast you will learn practical examples of strategy that make customer relationships stick. We will discuss how:

  • an ethnographic approach helped a major financial services firm discover a big disconnect during their on-boarding process.
  • pharmaceutical companies can use short-term communities to improve and differentiate their Patient Assistance Programs during the enrollment phase.
  • applying new analytical techniques to a longitudinal study can uncover fresh insights to your communications strategy.

Brian Lunde, Vice President, Client Solutions, Customer Experience Practice Leader

Anthony Salas, American Marketing Association

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