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Session 603: How to Guarantee an Amazing Customer Experience

Jeff Toister  (President, Toister Performance Solutions, Inc.)

Date: Wednesday, November 10

Time: 4:15pm - 5:15pm

Pass Type: 2-day Training + Standard Conference, 3-day Training + Standard Conference, Premium Conference, Standard Conference - Get your pass now!

Track: Revolutionizing the Customer Experience

Session Type: Session

Vault Recording: TBD

Audience Level: All

Customer experience is hard! Software must work. Downtime must be minimized. Updates must go smoothly. Fast, friendly service is no longer adequate. The people we support, whether they're internal or external, have become less tolerant of service failures.

This session will show you how to overcome those challenges with a guarantee.

Discover how to take the old concept of a guarantee and modernize it for today's customer. This is far more than an uptime guarantee—you'll discover a how to promise a consistently amazing experience and then deliver on that promise. This entertaining, interactive, and informative presentation blends real-world examples with hands-on activities. Discover the difference between empty hype and a guarantee, identify roadblocks that prevent you from keeping your promises, and learn how to effectively recover from a service failure.