Innovating the Client Experience: So, You Want to Deliver Consistently Outstanding Customer Experiences

You are not alone in wanting to deliver outstanding client experiences. According to Forrester Research, client experience elevation is on the strategic priority list of 92% of businesses; 23% of those small, medium and large companies have client experience as their #1 priority. Despite that prioritization, consumer satisfaction research suggests client engagement is at a 9-year low. Dr. Michelli will walk you through how to innovate the client experience by drawing comparisons between companies that “aspire to” and those like Mercedes-Benz USA that “execute to” deliver client delight. Joseph will outline the role leadership vision and alignment play while offering approaches to inspire client-centricity for everyone who represents your brand. He will provide practical tools on how to integrate technology with human service delivery to create a uniquely special bond with your clients.