ReFocus: Customer Service Excellence as a Driver of Event Profitability

Jamie MurdockVice President, SalesExperient

Learner Outcomes:

• Discuss how organizational culture can help improve guest experience

• Explain why Hugging Your Haters is critical to increasing loyalty

• Learn how to show appreciation like never before through Giftology

YOU: If you share and collaborate, you could win a prize.

Introductions around the room

A background of service cultures….

“First, take care of each other!”

Culture Club

What is one thing your organization does to support a culture of delivering exceptional customer service?

GLOBAL MARKETING SPEND?

$500 Billion!

GLOBAL SPEND ON CUSTOMER SERVICE

$9 Billion

5% Boost in Event Guest Retention:

25% or more impact on bottom line

Group Hug!

When you return to work, what is one way you can help turn a “hater” into a “helper?”

Surprise & Delight- “Planned Randomness”

Personalized-not about YOU! “Go be a billboard for me!”

VS.

Be best in class

Take care of the inner circle

Handwritten note still wins

Appreciation

Think about your customers (exhibitors, members, colleagues). What is one new way you could show appreciation or “radical generosity? ABG…not ABC.