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Webinars & Workshops           Business Resources
 Customer Experience  (14)       * Display Webinar Titles Only *
FREE How IT and Business Can Partner on Customer Experience
As customer experience becomes a key concern for more and more companies, CIOs are increasingly drawn into the core work around transforming the company to enhance CX. After all, the end-to-end experience continues to rely heavily on the platforms, networks, and technologies most often controlled by IT.
But customer experience is most often thought of as the domain of the marketing, sales, operations, or support organization – parts of the business that set the agenda with, maintain relationships directly with, collect payment from and deliver product to, or provide problem resolution for customers. And most of these functions still tend to operate in siloes.
But IT in fact controls or influences much of the digital experience. And today, digital has a role in most customer experiences – either enabling or delivering it, regardless of channel. So what can IT bring to the table, and how can CIO leaders and other unit leaders best work together on the customer experience transformation? (Aired on 10/31/17)
FREE How Electronic Arts Created a Brand Voice to Overhaul Their Customer Experience
When a customer is unhappy, how you respond can make or break their relationship with your brand. The Worldwide Customer Experience Team at Electronic Arts (EA) deals with some of the most passionate customers in the world: gamers. But something was going wrong in their conversations.
From tense interactions about sketchy network connections, to downright aggression when games ran into performance issues, the Customer Experience Team was battle-scarred.
In this session, you’ll hear how EA created an authentic brand voice, how they are turning the tables on those difficult customer conversations, and how they are re-energizing their team and reshaping their culture in the process.
You’ll leave this session knowing how to supercharge your employee experience, boost engagement, and give your people the permission, tools, and support to be themselves while representing your brand. You Will Learn ..... How to launch an internal tone of voice in three simple steps ..... Ways to use your brand values to create a voice that’s true to your brand ..... Steps to rally the troops around a new initiative and push back on the skeptics ..... Advice for proving your program’s success every step of the way. (Aired on 8/23/17)
FREE Build a Relationship - A Guide to Effective Customer Communication Through Video, Text and Email
Your customers are the most important part of your business, and effective communication is a key component to connecting and building relationships with them.
Michael Skigen will cover how to effectively use video, email and text to strengthen and grow your customer relationships, and better your business by doing so.
By attending this webinar, you will learn: ..... How to grow your business and stay ahead of the competition ..... How to make your current customers repeat customers ..... Three actions to improve your customer communications (Aired on 6/29/17)
FREE Best Practices to Keep Your Customers (and Boss) Happy
Your Contact Center plays a significant role in your Customers' journeys. How do you protect this cornerstone of your brand? In this session, IR Experts will cover some best practices and case studies on: ..... Finding gaps in the Customer Experience before your customers are affected ..... Providing actionable data for your team & management ..... Ensuring your Contact Center Technology delivers the Customer Experience you intend.
Join us for insights that will help you decide the best way to protect your Contact Center and Customer Experience. (Aired on 2/2/17)
FREE Managing Difficult Customer Interactions
Unreasonable demands, personal attacks, failure to keep commitments – are these customer behaviors that have caused you frustration? In this interactive webinar Bruce Patton, co-founder of the Harvard Negotiation Project and co-author of the seminal negotiation bestseller Getting to YES, and Elizabeth Rayer, head of the Enterprise Learning practice at Vantage Partners, LLC, will demonstrate how to cope with these and other difficult customer interactions without losing your head or killing your margin.
FREE 5 Ways Customer Experience Can Increase (or Decrease) Your Revenue, Client Retention and Overall Brand Image
Many companies claim to provide outstanding product and service. But the client’s perception is the ultimate truth. By 2020, Customer Experience (CX) is projected to become the #1 brand differentiator, over price and product, according to the Customers 2020 Report.
Consumers are more educated, savvy and vocal than ever. They want and deserve a positive experience, or they will leave. From corporate to retail, large to small business, creating a positive Customer Experience is essential to long term success.
In this webinar you will learn: ..... 3 components of a positive customer experience ..... Why CX affects all businesses (B2B, B2C, large and small) ..... What a poor CX can cost your business in revenue and client retention ..... Areas to evaluate in your business to improve CX. (Aired on 2/26/15)
FREE Hug Your Haters: How to Retain Customers by Embracing
With smartphones providing the means – and social media providing the outlet – critics (“haters”) can now express their displeasure faster and more publicly than ever before.
However, haters aren’t your problem, ignoring them is!
In this eye-opening SCORE LIVE Webinar, Jay Baer, founder of the leading strategy consulting firm Convince & Convert, reveals brand-new, proprietary research into why and where your customers complain and why the rise of customer complaints is actually an enormous opportunity. This is the subject of Jay's new book, Hug Your Haters: How to Embrace Complaints and Keep Your Customers.
So if you feel like there are more complaints than ever, and that you’re spending more time and money dealing with negativity and backlash, this webinar will help you embrace complaints, put haters to work for you, and turn bad news into good. (Aired on 1/21/16)
FREE 7 Steps to Deliver Better Customer Experiences
The customer experience is the single most important factor for business success. This was declared more than a decade ago by marketing gurus Don Peppers and Martha Rogers. Yet today, most companies still use an incomplete definition of customer experience and have incomplete tools and approaches to manage it. Instead of an integrated, holistic customer experience, companies have narrow silos that each focus on different pieces of the experience in an uncoordinated way.
This doesn’t have to be the case. Using seven key steps, brand-building expert Denise Lee Yohn helps companies design and deliver dramatically improved experiences by using a customer experience architecture. This framework enables companies to deliver optimal experiences to different customer segments.
On November 15, in a live, interactive Harvard Business Review webinar, Yohn will share the seven parts of this customer experience architecture and provide practical examples of how companies are breaking down silos and delivering differentiating experiences. (Aired on 11/15/16)
FREE How to Fix Customer Service
Companies have invested heavily in self-service as a strategy to serve customers. Across industries, 81 percent of customers first attempt to take care of matters themselves before reaching out to a live customer service representative. Self-service websites and kiosks help customers get answers quickly and reduce companies’ spending on service.
However, this poses a new challenge, as the issues presented to live customer service reps tend to be more complex. But companies have been under-investing in front-line customer service talent. Companies don’t hire or train differently than in the past, and the live service interaction seems little changed in recent decades. Not surprisingly, customer satisfaction has steadily declined.
CEB’s Matthew Dixon has researched the challenges of customer service in the digital age and come up with a new framework for creating Kick-Ass Customer Service. On December 14, in a live, interactive HBR webinar, he will: ..... Describe why customer service quality is declining ..... Profile the seven different types of customer service reps — and share insights on which types of reps perform best (they’re not what most managers think) ..... Discuss how to solve customers’ problems to increase long-term loyalty. (Aired on 12/14/16)
FREE Great Digital Customer Experiences
When people have a less than favorable online experience, they fault the company immediately. To consumers, there’s absolutely no satisfactory excuse for a poor digital experience. In contrast, companies that provide strong customer experiences have been shown to produce significant results—including more customers, more sales, and more loyalty.
Researcher and author Craig Borowski has studied what makes an effective digital consumer experience, and how to create an effective digital experience strategy. On March 23, 2017, in a live, interactive Harvard Business Review webinar, Borowski will share his findings on what a great digital customer experience looks like.
Borowski will explore: ..... The importance of consistent processes and visual consistency ..... How to deliver outstanding customer experiences at scale ..... Why it is important to have dedicated systems focused on customer experiences ..... The need to use tools to measure how customers feel about their experiences ..... How digital initiatives work with and complement other types of customer journeys ..... How to create apps that enhance the online and off-line customer experience.
He will provide practical advice on where to focus and invest. If your company knows how important delivering great customer experiences is but isn’t completely sure how best to optimize the digital customer experience, join HBR and Craig Borowski on March 23. (Aired on 3/23/17)
FREE Build An Online Reputation That Drives More Clicks, Calls and Sales
A recent study indicates 91% of consumers read online reviews about local businesses before they make a purchase or visit a store. Reviews are social proof of how customers feel about a company’s products or services.
In this webinar, SCORE mentor Sherry Bonelli, a long-time digital marketing expert, will show the impact of customer reviews and discuss best practices for using them to market your business.
Learn the following, and more: ..... How to find out what customers are saying about your business ..... How consumers use online reviews to make decisions about whether to buy products and services ..... How to build your business's public (and very visible) reputation to drive more traffic, visits and sales ..... The do’s and don’ts for dealing with unhappy customers. (Aired on 4/13/17)
FREE The Future of the Customer Experience
Customer experience (CX) has become a key differentiator for today’s top brands, with companies in all industries rushing forward to advance their CX programs. For maximum CX results, companies need to have a sense of the future of the customer experience to best allocate precious time and resources.
On March 31, in a live Harvard Business Review webinar, customer experience thought leader Luke Williams will share top CX trends and predictions about how shifts in the customer experience will affect companies and customers. Predictions touch on changing customer expectations, firms’ continuing focus on CX efficiency, and the role that artificial intelligence will play in enhancing the customer experience.
In this interactive HBR webinar, Williams will draw from his extensive experience and research on the customer experience, along with his focus on the most common reasons CX programs fail.
If your organization has made customer experience a priority and wants to take your customer experience to another level—while optimizing the use of time and resources—join Luke Williams and HBR on March 31. (Aired on 3/31/17)
FREE Can Your Business Keep Up with Today's Customer?
With social and mobile technologies changing, businesses and customers interact differently, too. Customers are more sophisticated and knowledgeable than ever, but many small businesses don’t know how to adapt and keep up.
Join Laurie McCabe, six-time Small Business Influencer Award winner and Cofounder at SMB Group, to learn: ..... How and why customer expectations are changing ..... Implications and challenges for small businesses ..... Ways to assess and tune up sales, marketing and service to keep pace with customers. (Aired on 5/30/17)
FREE Customer Retention is an Art Form & A Strategy
Sales teams focus on landing the initial deal. Customer retention becomes the responsibility of everyone else in the organization who was not part of that first sale. Discover how to leverage the value of post-sale support teams. Create customer experiences which contribute to customer success and customer retention. (Aired on 6/14/17)
DISCLAIMER:   Chamber Strategies and its Chamber of Commerce partners display these webinars and on-line workshops as a good-faith educational resource for Chamber members.   This does not, in any way whatsoever, constitute an endorsement of these webinars, workshops and/or any associated websites, nor are we responsibile for their content, accuracy, legality, or any other matter so related.   Should you find that a webinar is unavailable, please let us know.   Thank you.
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