Chris Malone

As digital customer experiences have proliferated during the past decade, it seems that employee engagement and customer loyalty have become more difficult to develop and sustain. Has the effectiveness of customer experience management diminished? Chris Malone, co-author of The HUMAN Brand: How We Relate to People, Products & Companies, will address this question and provide insight on how to deliver experiences that build and sustain employee engagement and customer loyalty in the Digital Age.Key Takeaways will include:

· The universal human perception process that drives loyalty with employees, customers and clients.

· Real world examples of sustainable engagement and loyalty building practices

· Three imperatives for delivering experiences that build employee engagement & customer loyalty in the Digital Age.

As digital technology has proliferated during the past decade, it seems that client and customer loyalty have become more difficult to develop and sustain. Have the traditional principles of sales and marketing become obsolete? Chris Malone, co-author of The HUMAN Brand: How We Relate to People, Products & Companies, will address this question and provide insight on how to build and sustain client and customer loyalty in the Digital Age.

Key Takeaways will include:

· The universal human perception process that drives loyalty with clients, customers and colleagues.

· Real world examples of sustainable loyalty building practices

· Three imperatives for building Client & Customer Loyalty in the Digital Age.

As digital technology has proliferated during the past decade, it seems that employee engagement and loyalty have become more difficult to develop and sustain. Have the traditional principles of talent management become obsolete? Chris Malone, co-author of The HUMAN Brand: How We Relate to People, Products & Companies, will address this question and provide insight on how to build and sustain employee engagement and loyalty in the Digital Age.Key Takeaways will include:

· The universal human perception process that drives loyalty with leaders, colleagues and staff members

· Real world examples of sustainable loyalty building practices

· Three imperatives for becoming an Employer of Choice in the Digital Age.

Gathering customer experience (CX) data is relatively easy, but improving performance and impacting financial results is much harder. Unfortunately, traditional methods of CX measurement, such as Net Promoter Score benchmarking, CSAT tracking, or Customer Effort Scoring, don’t always provide a clear road map to improvement or a tangible connection to financial performance. Using a case study example, we demonstrate a completely new way to measure CX and its financial impact. Our client, a multinational supplies distributor, was able to achieve double-digit increases in customer satisfaction, loyalty, and likelihood to recommend. In addition, we show that these increases were directly responsible for double digit increases in revenue. This distributor also gained a deeper understanding of customer needs and the ability to provide much more personalized communication and support. Join us and learn how your organization can achieve similar results.