Customer's are more mobile today
Customer's lifestyles are changing
Customer's today are becoming faceless
And customer's today are more educated and demanding than ever before
A recent customer survey found 70% of the respondents stating that they rated their contact experience as the key determinant of the way they perceived the brand. And that all it took was one contact to form that perception. Unfortunately, most organizations pay little or no attention to enhancing customer experience at the contact level and as a result, stand to lose in the long run.
Every time a customer gets in touch with an organization, there is an enormous opportunity to convert that interaction into a long-term and mutually beneficial relationship. Making the most of these interactions / contacts however, requires the right processes and systems to be set in place.
Custommerce India Chapter 3, 2005
Three specific sessions will examine Customer Contact and what goes into making that contact, (right from the options given to the customer to contact the organization, to the level of automated / personalized service, and to the processes organizations put in place).
This is the overall concept that CUSTOMMERCE 2005 will revolve around – Customer Contact. This is in line with the overall theme of the event 'Strategies for a Customer-driven Economy' and its importance to brand building and customer loyalty. Custommerce (a combination of the words 'Customer' and 'Commerce') is an annual gathering of business leaders from the South Asian and Asia Pacific region. Custommerce brings together thought leaders and senior business executives to generate insights into the different facets of customer interaction.
The objective of conducting Custommerce has been to highlight the benefits organizations can gain by improving and enhancing customer response.
Theme - Customer Contact
Date - 7th & 8th October, 2005
Venue - Jaypee Palace Hotel, Agra, India
ALL IN A DAY'S WORK
Day One at Custommerce
Session I
Touch points – The first interface between you and your customer
This session will look at touch point options organizations have put in place today, to fulfill a customer contact. It could be phone, fax, e-mail, Web, chat, or a walk in. The ideal choice / mix of touch points, given the nature of business and customer expectations will be examined.
The session will also deal with how organizations can optimize customer contact at the touch point and ensure consistency of response across different touch points.
Session II
The battle between automation and personalization – how much and how far?
Organizations today are constantly striving to strike a balance between automating services and providing a personal touch as well. Session II will examine the 'how much and how far' factor of automation versus personalizing Customer Contact.
Case studies of organizations who have dealt with this phenomenon successfully will be discussed and key learnings' will be tabled.
Session III
A process for a process?
Having dealt with touch point options, the right mix between personalized and automated service, the question about why Customer Contact never happens the way one would like, still remains unanswered. Session III will throw light on the most important, but often ignored interface between the touch point and the organization – the process layer.
Processes that define how contacts should be handled, who should handle them, and how back-end systems should be organized to support these will be discussed.
Day Two at Custommerce
Inputs from sessions of Day One will be fed back into a half-day workshop that will be conducted on Day Two. The workshop will also be on Customer Contact and its importance to excellent customer relationships. Dr. M.B. Athreya will facilitate and conduct the workshop
IT'S BEEN A HARD DAY'S NIGHT
The experiential learning at Custommerce has always been combined with an element of fun and relaxation. And we believe this starts with the choice of venue. Far away from the hustle of daily life, the traffic jams and pollution, and clockwork schedules, Custommerce India Chapter 3 will be hosted in the historic city of Agra, India.
Agra, India witnessed a frenzy of building activity during the mid 16th and earlier 17th centuries. One world-famous monument that was a result of all this, is the symbol of love, the Taj Mahal. The city's other major attraction is the massive red sandstone Agra Fort, on the banks of the Yamuna River. Stunning walls, a maze of superb halls, mosques, chambers and gardens form a small city within a city. Agra's narrow lanes, her craftsmen busy creating master pieces, and the tantalizing smell of Mughlai cuisine wafting in the air all remind one of the famous Mughal royalty and their reign, which this city once experienced centuries ago.
Situated 2.5 km away from the Taj Mahal is the Jaypee Palace Hotel, which is a subtle blend of Mughal architectural brilliance and modern amenities. The ambience at Jaypee Palace transports guests into a world of subtle elegance and limitless luxury. And like the great minds of Shri Atal Bihari Vajpayee (ex Prime Minister of India) and General Musharaff (President, Pakistan) met here, so will the minds of our customers.
GOLF – Gentlemen Only, Ladies Forbidden?! Actually, not. The word Golf originated from the medieval word KOLF, which literally meant club.
To tee off the day's proceedings, a small Golf tournament will be played between 7:00 AM - 9:00 AM. We believe that this will provide a fitting icebreaker and introductory session between participants of the conference
Curtains will be drawn on Day One with a traditional Brij theme party that will walk participants through the wonderful history of Agra, India and Vrindavan. Vrindavan is fondly remembered as the place where Lord Krishna enjoyed dancing with Gopikaas (local lasses). The theme is also related to the celebration of Holi, the festival of color.
Renowned for its architectural magnificence and aesthetic beauty, the Taj Mahal is counted among man's proudest creations and is invariably included in the list of the world's foremost wonders.
An optional historic trip to the Taj Mahal will be organized for participants on Day Two, after the formal closure of the seminar.
If you would like to know more on CUSTOMMERCE please write to: marketing@servion.com
For more information, click here.
