Why Moments Matter
Key Note Address...
Nigel Shanahan, Rapide MD, delivered a key note address to over 300 gathered delegates which explained why, in the context of customer experience, moments matter more than anything else.
His presentation covered:
• Why having an ‘always on’ feedback channel is essential – introducing 66099
• Why mobile is a great feedback channel and makes it simple for the customer
• Why you should be anti-social - reducing customer complaints on social media
• How acting on feedback in real-time can create WOW’s from Moments of Truth
• How to increase revenue and reduce churn by instantly responding to your customers
Watch the video below to view a recording of his presentation
Loyalty World Tweets
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Shanahan shines
#lwconf Shanahan shines during his moment of truth!! @RapideUK
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Moments of truth matter
Moments of Truth matter. Create super promoters by creating great experiences. #lwconf @RapideUK
Brenda Higuchi
Vice President of Strategy & Analytics Aimia
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Customer Experience
Not responding to a poor #customer experience can potentially blow up in your face @RapideUK
Twitter
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