STAFDA members face unprecedented challenges — as well as exceptional opportunities. Concierge Customer Service offers a way to weather the challenges and capitalize on the opportunity. Doing so requires successfully executing three strategies:
1. Investing in your customers to serve them at the highest level. Customer expectations have transformed — particularly since the pandemic. Exceeding those expectations requires answering the two most important, but largely unanswered, business questions: What do your customers want and How well are you giving them what they want. Members must answer with solid methodology rather than anecdotal evidence. Transform your business by serving your customers at a level previously only dreamed about.
2. Investing in attracting and engaging your teams. Research documents the vital link between customer and employee attitudes — and demonstrates that the benefits of satisfying both customers and employees can flow directly to your bottom line. Companies with engaged teams outperform those with disengaged folks in employee retention, customer satisfaction, and revenue growth. These companies also have lower turnover, shrinkage, absenteeism, and fewer safety incidents.
3. Leveraging data, analytics, and artificial intelligence (AI). One of the top reasons businesses — even big businesses — will fail in coming years is by neglecting to treat data as a valuable commodity. Successful businesses harness the power of individual-level data, company-level data, and locational data. Strategies such as data enrichment (data appends) are now accessible to business of all sizes. Companies failing to harness the power of AI, quite simply, face enormous peril.
In this free webinar, Jeanne provides an action plan for using these three strategies effectively, in 2025 and beyond. The program includes 45 minutes of a fast-paced, content-rich module followed by 15 minutes of Q & A.
Dr. Jeanne Hurlbert is an expert in survey research, social networks, and “big data” — getting information businesses need to ensure continuous process improvement. She taught marketing at Louisiana State University for 25+ years and serves as STAFDA’s Customer Service Consultant. Jeanne is the author of Team Touchpoints and STAFDA’s Customer Service Advisories. She recently released STAFDA’s Concierge Customer Service 2.0 manual.
