• Wednesday, May 14, 2014 (2-3pm ET)

Moving Service from Transaction to Connection

Presented by John Goodman, CCMC; Jeanne Jones, ConAgra Foods

CCMC’s 2013 National Rage Study showed that since the first White House sponsored study of service in the 1970s service has not improved much and in some ways is doing more damage than in the past.   At the same time, leading companies are moving from simply handling the service request to creating customer engagement, connection and delight.  In this webinar, Mr. Goodman will review the findings of the latest Rage study and then outline a framework of expanded objectives as well as process and outcome metrics for moving from transaction to connection.   His approach will be illustrated by Jeanne Jones of ConAgra who will share her approach to achieving each objective.

You will learn:

• The five objectives that every response system should pursue
• How to prevent up to 30% of all service workload
• How to create cheap emotional connection, even digitally
• Metrics for measuring connection, prevention and input into the Voice of the Customer