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Session 603: Best Practices for Cost Effective Customer Delight

John Goodman  (Vice Chairman, CCMC)

Othmar Mueller von Blumencron  (EVP, VIPdesk)

Date: Thursday, September 9

Time: 2:50pm - 3:50pm

Pass Type: Live All Access Pass, Live Deluxe Pass, Live Standard Pass - Get your pass now!

Track: Maximize Productivity and Operations

Session Type: Case Study

Vault Recording: TBD

The seminal delight story describes a Nordstrom associate taking back tires when the store never sold tires is not a very cost-effective approach to delighting customers. CCMC's research has found that inexpensive emotional connection and proactive customer education can deliver 20-32% higher loyalty, while actually reducing costs. This case study describes the findings of a recent study of 2500 customers with incomes over 100K, but the principles uncovered are universal. Explore the most cost-effective delighters that can be systematically delivered to premium customers. Hear how VIPdesk has woven these delighters seamlessly into their operations and the resulting impact – and gain insights on how these principles can be applied in your own center.