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X-WR-CALNAME:Calgary Marketing Association
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X-WR-CALDESC:Events for Calgary Marketing Association
BEGIN:VEVENT
DTSTART;TZID=UTC+0:20191030T170000
DTEND;TZID=UTC+0:20191030T190000
DTSTAMP:20260803T131345
CREATED:20191003T154735Z
LAST-MODIFIED:20191003T154735Z
UID:15192-1572454800-1572462000@oldcalgarycma.cidnee.com
SUMMARY:Understanding The Role of Empathy in Customer Experience
DESCRIPTION:It’s pretty simple in theory: If you want to nail customer experience\, you need to understand how your experiences make people feel. And you need to make sure that they make your customers feel good. Empathy – defined as “identification with and understanding of another’s situation\, feelings\, and motives” – is key when it comes to delivering a great customer experience. \nThose companies that “get it” take the time to understand their customers and make a concerted effort to apply these insights to every aspect of their business\, ranging from new product development and call center training to the retail environment. \nThere are several studies that back up the fact that no matter who your customers are (B2B or B2C)\, there’s a high price to pay for delivering a poor customer experience. The thing is\, customer experience is really based on how your customers feel. And one of the best ways to make them feel better about the experience is to listen to them\, understand their concerns\, and deliver empathetic service across multiple touchpoints. \nSpeakers:\nJenn Lofgren\, Incito Executive and Leadership Development\nDavid Bradshaw\, VP\, Client Care\, ATB Financial\nKurt Kadatz\, Communications Director\, Calgary Co-op\nJohn Vardalos\, CEO\, JFive \nSponsor:\nEvans Hunt \n
URL:http://oldcalgarycma.cidnee.com/event/understanding-the-role-of-empathy-in-customer-experience/
LOCATION:906 – 8th Avenue SW Calgary\, Calgary\, T2P 1H9\, Canada
GEO:51.0463642;-114.0820734
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CATEGORIES:Community Event
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