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How to Improve Relationships With Indifferent Customers

October 11, 2016 @ 6:00 pm - 8:00 pm

Your brand truth is not what you say about yourself – it’s what your customers say about you behind your back. Organizations usually have good intentions labeled in their slogans and values, but brands are built or destroyed in that moment of truth between your employee and his/her customer—there is no neutral experience. Gallup discovered that 60% of customers are indifferent, focusing more on the service received than the vendor. And indifferent customers are less likely to want to expand their business with their existing vendors or be an early adopter of new products or services those companies might offer. That’s why B2Bs risk losing their indifferent customers to other companies, regardless of their account size or history.

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Anson will share how the best organizations design and manage a ‘branded’ customer experience down to the local level. He will also myth bust traditional premises of engagement versus satisfaction, and share practical tips on how to drive employee engagement which leads to customer engagement and brand ambassadorship.

Speaker:
Anson Vuong

Anson Vuong
Senior Managing Consultant
View Anson’s LinkedIn Profile

Anson Vuong is a Senior Managing Consultant at Gallup. He uses predictive analytics and performance management strategies in partnering with companies to develop comprehensive programs that solve crucial business problems and promote and sustain organic growth. His consulting insights assist clients in integrating and optimizing the employee-customer encounter using a thoughtful and purposeful approach. Before joining Gallup, Anson managed client relationships as the managing director of a boutique strategic economic and financial consultancy. He also worked in marketing strategy development and consumer research in the global consumer products division of a major financial services organization.

Anson received his bachelor’s degree in economics from the University of California, Irvine. He received his master’s in business administration degree from the Kellogg School of Management at Northwestern University.

Thank You to our Chapter’s 2016 Sponsors

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Thank You to our Chapter’s 2016 Sponsors

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Details

Date:
October 11, 2016
Time:
6:00 pm - 8:00 pm
Website:
http://www.cvent.com/d/pvqq3g

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