Branding Your Customer Experience – 2016 Compete Through Service Symposium Theme

Center for Services Leadership

October 14, 2016

We invite you to join us for 2016 Compete Through Service Symposium on October 26-28th, in Scottsdale, AZ!

This year the Symposium will emphasize three themes:

Branding Your Customer Experience
Digital Transformation of Service
Growing the Service Business

Day 1 will focus on insightful and dynamic presentations on Branding Your Customer Experience. Our speakers will share best in class strategies that ensure that the critical touchpoints on the customer experience journey support and align with the organization’s brand promise. We will also explore what Branding Customer Experience means in B2C and B2B context. You will further dive into the topic by participating in our engaging and highly interactive breakout sessions in the afternoon of Day 2:

Breakout A: Authentically Branded Service Experiences

In today’s competitive marketplace, more and more companies are seeking to engage with customers by creating authentic and memorable experiences for them. In this session we will look at the critical role of frontline contact employees in creating memorable service experiences that are consistent with the brand’s positioning. We will share research on employee authenticity and branded service encounters and their impact on customer satisfaction and loyalty intentions. Through an applied exercise, you will examine what authentically branded service might mean for your company and how you can effectively link your employees and your brand image to create positive outcomes for customers.

https://videos.files.wordpress.com/tAAqwXvA/authentically_branded_service_experiences_wpcarey_hd.mp4

Breakout B: Environment and Behavior: The Power of a Branded Customer Experience

Touch-points placed on a timeline can create a great branded service experience, but in order to carry that brand story from touch-point to touch-point, each of those moments has to be dense, using every tool at our disposal to make that happen. This talk will focus on the ways that physical space influences behavior, the ways that architectural elements predict movement, the ways that physical and digital information access can influence decision making and finally in the way those all of those things can contribute to a great branded service experience. I will share research, insights, and case studies that will give participants tools and understanding that will expand their thinking about great service design.

https://videos.files.wordpress.com/NdWjJhaM/environment_and_behavior_maya_designs_hd.mp4

To learn more about Compete Through Service Symposium and to register, visit CSL website.

We look forward to seeing you at the Symposium!