Customer Experience Edge: Your New Competition

Technology Revolution: The Future of Now

Bonnie D Graham

News, Business News, Technology

4.9 • 112 Ratings

🗓️ 11 January 2012

⏱️ 56 minutes

🔗️ Recording | iTunes | RSS

🧾️ Download transcript

Summary

With social media and smartphones fueling consumers’ expectations and enabling them to impact your brand, the customer experience is now your competitive battleground. Everyone has a customer experience horror story. What’s the buzz about your company? Are you prepared to put customers at the center of your thinking to transform them into your best advocates? Meet Reza Soudagar, Vinay Iyer and Dr. Volker G. Hildebrand, authors of The Customer Experience Edge: Technology and Techniques for Delivering an Enduring, Profitable, and Positive Experience for Your Customers. Based on market research, case studies and statistics, they will explain how to combine strategy, leadership, organizational change, and technology to develop highly valued products and services, transform your customers into loyal evangelists, and convert emotionally-bonded customers into profits. Pour a cup of Joe, Earl or OJ and join us for food for thought on The Customer Experience as Competitive Game-Changer.

Transcript

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0:00.0	Be sure to friend us on Facebook.
0:02.6	You can do it right now.
0:04.0	Visit facebook.com forward slash voice America or search for us at keyword voice America.
0:11.1	The following program is being brought to you on the Voice America Business Channel.
0:15.7	For more information about our network and to check our additional show hosts and topics of interest,
0:20.3	please visit
0:20.9	voiceamerica business.com.
0:23.2	The Voice America Talk Radio Network is the worldwide leader in live internet talk radio.
0:28.2	Visit voice America.com.
0:30.1	The views and ideas expressed on the following program are strictly those of the host or guests
0:34.7	and do not necessarily reflect the views and ideas held by the Voice America Talk Radio Network, its staff, and management.
0:51.5	Welcome to the most nutritious hour of business talk all week.
0:56.0	This is Coffee Break with Game Changers, presented by SAP.
0:59.9	The best run business is Run SAP.
1:02.5	Your host and moderator is Bonnie D. Graham.
1:04.9	You'll hear from the innovators who have learned to use game-changing technologies to shake up the status quo
1:09.8	and help move today's businesses in new directions.
1:12.7	Now, here's Bonnie D. Graham.
1:16.9	I have a newsflash for you. Globalization and advanced technologies have given increasing power to the person,
1:25.2	the one person who decides if your business will succeed or fail,
1:29.6	and that person is your customer.
1:32.2	Whether your company serves consumers or other businesses, that's B2B, B2C, whatever
	...

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