Customer Experience Journeys - Social Conservation Workshops From Dakota Partners

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Great Customer Experiences translate directly into increased Customer satisfaction, Customer loyalty, Customer advocacy and ultimately in growth and stability of Agency Revenue. State Fish and Wildlife Agencies work hard to ensure wildlife and habitat are optimized for a great experience.

Unfortunately, most are constricted by insufficient staffing and funding directed toward their Customers’ social and digital experiences.

This interactive workshop introduces agency staff to the concepts and principles of delivering great Customer Experiences enabling them to build a development plan for improving these experiences for their Customers.

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Customer Experience Journeys - Social Conservation Workshops From Dakota Partners

  1. 1. Social Business Workshops Customer Experience Matters
  2. 2. Workshop Details Thecostforthistwo-dayworkshopis$2,500plustravelex- penses. Theworkshopisdesignedforagencyleadershipseniorman- agersresponsiblefordesigninganddeliveringCustomerfac- ingproducts andservices. AttendeesshouldincludeAgencyDirectorsandtheirchiefs, plusIT,Legal,LawEnforcementandFinanceleadership. DirectorsmaywishtoincludeselectCommissionersaswell. About Us Bill Creighton is Dakota Partners' Managing Director with an impressive record building, restructuring and re-positioning both start-up and established organizations. He brings significant experience transforming government, non-profit and publishing companies into successful Social Businesses. Bill is a digital strategist, organizational leader, business turnaround leader, crea- tive deal-maker and award-winning journalist with two Pulitzer Prize nominations. His career spans more than 25 years and 76 countries. G reat Customer Experiences translate directly into increased Customer satisfaction, Customer loyal- ty, Customer advocacy and ultimately in growth and stability of Agency Revenue. State Fish and Wildlife Agencies work hard to ensure wildlife and habitat are optimized for a great experience. Un- fortunately, most are constricted by insufficient staffing and funding directed toward their Customers’ social and digital experiences. This interactive workshop introduces agency staff to the concepts and principles of delivering great Customer Expe- riences enabling them to build a development plan for improving these experiences for their Customers. Program Outline—Day 1 State of the Industry — Customer Experience  CustomerJourneys,Not Transactions,MatterMost.  360Degree CustomerView.  OnlineandOfflineExperiencesOptimization.  TrustEquatesto LoyaltyandAdvocacy  <10%ofCustomersEVERComplain,TheyLeave.  Resources &DollarsShiftingToward CXManagement.  PositiveExperiences=Revenue andGrowth State of the Agency — Customers’ Experiences  Agroupassessmentofthequalityandstrengthofthe CustomerExperiencesyour agencydelivers. Customer Experiences — The Details  LettingGo—CustomersAreinControl.  CustomerServiceISMarketing  ThatOneBadExperienceKillsCustomerRelationship.  ValueTrumpsPrice,Always.  DesigningQuantitativeandQualitativeMetrics.  EmbracingTechnologytoDeliverAllCXExperiences. Program Outline—Day 2 Creating A Customer Experience Journey Map Every Customer is on a unique journey and each in- teracts with State Fish and Wildlife Agencies differ- ently. Each touch point and moment of truth is an op- portunity to delight a Customer, or to disappoint that Customer. Using insights gained on Day 1, attendees will build a framework for customized Customer Journey Maps to help staff improve experiences for each different Cus- tomer segments. CustomersWantGreatExperiencesTheyCanShare @ bcreighton bill.creighton@gmail.com 703.850.5711 www.dakota-partners.com

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