Reputation’s CX Strategy Director, Chris Sparling will look at where CX sits in 2021’s ever-evolving world. How can businesses of all sizes use the omnichannel feedback of their customers, from both structured and unstructured sources, to improve their operations and turn these improvements into directly attributable revenue?
And what are the other reasons why businesses would want to do this? The experiences of your customers can also be used to attract new customers and help to showcase your brand online; Chris will also cover how brands can truly understand the insight behind the feedback, and use that insight to attract new customers to continue growth, and look into some of the common challenges when it comes to monetising feedback.
Join us on September 22nd to learn about the connection between your customer feedback and your business reputation, and how CX leaders turn this customer feedback into attributable revenue.
Chris Sparling, CX Strategy Director at Reputation
Chris Sparling is a 15-year veteran of the Customer Experience sector. Chris gets the most satisfaction from helping others find solutions that make them more successful, and situations where he can apply his skills to many situations. Chris has extensive experience within Retail, Hospitality, Automotive, Travel, Call Centres, and Digital/Technology sectors, in a range of businesses. Some of Chris’ key strengths and experience lie within CX strategic planning, CX program design, strategic relationship building, storytelling through data insights, sales pitching, SaaS, client relations and big data. His last role was at InMoment where he held a number of roles across a 10-year stint with the business. In his current role, Chris works with Reputation as their CX Strategy Director, and has been with the Silicon Valley-headquartered business since September 2020. He lives in Derbyshire, the UK with his wife and two daughters.
We know CX matters when it comes to sales. Today, a whopping 46% of consumers say that customer experience is the main driver of the purchase decision whereas pricing is only 20%. But what is the main driver of customer experience? Emotions.
Emotions are the key drivers that ultimately determine whether we buy or not. They comprise the most vital part of the customer experience: Everything from customer satisfaction to the willingness to recommend is tied to them. Furthermore, once we’ve decided to buy, we choose which company to do business with based on the experience and the emotional drivers behind it.
The research done by Mr. Colin Shaw and his team from the London School of Economics shows that rather than focusing solely on NPS and CES, you need to shift your attention to creating emotions that you want to elicit throughout the customer journey and find a way to measure them.
This led to the creation of the EVI® or the Emotional Value Index. The Emotional Value Index (EVI®) measures the level and types of emotion that drive your sales. It automatically delivers invaluable data and insight which can be used to optimize your business to drive better results.
Measuring CX is more popular than ever, but only a few businesses are following the main principles of Customer Experience Analytics and actually getting valuable insights from the customer feedback gathered. It doesn’t need to be that difficult and we have invited two experts to show you how simple it can be!
We have invited a Customer Experience professional and an expert in world-class reporting to show how leading businesses around the world ensure that customer feedback they are gathering is easy to understand and actionable. They have found 7 principles that the winners are following (and you should follow) to make sure that everyone from your web store manager to C-Suite is able to make sense of your CX data and use it in decision-making.
Join us on August 31st to find out the main rules of Customer Experience analytics that leading companies around the world are following to make customer feedback actionable on any level of a company, from C-Suite to a store manager.
Troy is Director of Customer Acquisitions at Feedbackly, one of the most flexible Customer Experience management platforms available. The Feedbackly team has helped many industry leaders across the world succeed with their CX programs and become CX front-runners. Among the many, they have helped the City of Helsinki, Merck, Innovasport, the Australian Government, Banregio. Troy will share his experience and the learnings of Feedbackly about how winning companies make their data actionable.
Mieke Houbrechts
Mieke is the Marketing Manager of Cumul.io, a software platform providing powerful embedded analytics solutions for SaaS platforms & enterprises. Mieke and her team have helped SaaS businesses and enterprises globally to make their data easily accessible and interpretable for their customers through interactive, embedded visualizations. They’ve helped companies like Selligent Marketing Cloud, Proximus and the City of Antwerp save months of development time.
This webinar was live on August 31st, 2021. Big thanks to all the registrants and participants. We’re thrilled that the webinar had almost 400 registrants! Thank you!
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