2012 e!e! take a way template

IAEE’s Annual Meeting Take-A-Way Topic: Beyond the Barriers of ‘Good’ Customer Service - Unleashing an Untapped Resource Date: December 6 th , 2012 Time: 11 am Presenter(s) Information: Nick Samain, Group Show Manager, SME Canada • Identify all value add engagement programs that support your event throughout the cycle – communicate! • Old is new? Use the telephone! • Direct mail opportunities – make it personal and use this opportunity to make them feel special • Balanced messaging and avoiding direct sales • Make every message an opportunity for further engagement by your customer – on their time • Eliminate any ‘one-way’ conversations and add engagement opportunity to every type of communication. Make the most of any communication deliberately! • Create the ‘myth’ and remove fear: your customer service can do anything (and will) to win absolute satisfaction of your clients. (Ferrari) • Ever increasing expectations – recognize this now and turn it into a competitive edge • Focus on the ‘how’ of customer service is crucial to achieving client satisfaction – however don’t ignore the ‘where’ and to ‘who’ it is being applied • Consider ‘offence’ vs. ‘defense’ when it comes in inbound and outbound touches with your clients. What is a healthy mix for your org? • You have great value-add programs already, use your customer service to help these reach new clients and drive business For more information, Contact: Nick Samain Visit: www.smecanada.ca Email: [email protected] Follow Me: @SMECANADA Phone: 647-968-1681

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Transcript of 2012 e!e! take a way template

IAEE’s Annual Meeting Take-A-Way

Topic: Beyond the Barriers of ‘Good’ Customer Service - Unleashing an Untapped Resource

Date: December 6th, 2012 Time: 11 am Presenter(s) Information: Nick Samain, Group Show Manager, SME Canada

• Identify all value add engagement programs that support your event throughout the cycle – communicate!

• Old is new? Use the telephone!

• Direct mail opportunities – make it personal and use this opportunity to make them feel special

• Balanced messaging and avoiding direct sales

• Make every message an opportunity for further engagement by your customer – on their time

• Eliminate any ‘one-way’ conversations and add engagement opportunity to every type of communication. Make the most of any communication deliberately!

• Create the ‘myth’ and remove fear: your customer service can do anything (and will) to win absolute satisfaction of your clients. (Ferrari)

• Ever increasing expectations – recognize this now and turn it into a competitive edge

• Focus on the ‘how’ of customer service is crucial to achieving client satisfaction – however don’t ignore the ‘where’ and to ‘who’ it is being applied

• Consider ‘offence’ vs. ‘defense’ when it comes in inbound and outbound touches with your clients. What is a healthy mix for your org?

• You have great value-add programs already, use your customer service to help these reach new clients and drive business

For more information,

Contact: Nick Samain

Visit: www.smecanada.ca

Email: [email protected]

Follow Me: @SMECANADA

Phone: 647-968-1681