Customer Service Improvement Workshop

Build Your Web Site About Your Customers
Not About Your Company

Customer expectations are rising
Customer service is a competitive advantage
Customer service can cost less online

It's more important than ever to
increase customer satisfaction and
lower the cost of service

• Why a Workshop?
• The Quick Details
• The Philosophy
• Who Should Attend?
• What Will We Accomplish?
• The Agenda
• Jim Sterne

Why a Workshop?

A one-day, Online Customer Service Improvement Workshop with Jim Sterne will review your current online customer service offerings and refocus your efforts. It will help you find economically, technically, and politically feasible ways to make your site more customer focused and save money at the same time.

A workshop is a little lecture, and a lot of work. A one-day, Online Customer Service Improvement Workshop with Jim Sterne is not a pre-packaged set of PowerPoint slides and a motivational speaker. It's an exploration of how well your Web site is making life better for your customers and your company.

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The Quick Details

Duration: One day
Location: Your office or an off-site location near you
Workshop size: Limited to 15
Goal: To be discussed and agreed to in advance

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The Philosophy

More and more people are looking to the Web for answers. More and more of your competitors are offering new ways to answer questions and solve problems online.

Excellent customer service has become essential to attracting new customers and keeping the customers you have. This workshop will cover the panoply of customer service tools and techniques, and discover which are the most likely to work the hardest for you, your company and your customers.

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Who Should Participate?

• Any company that cares about customer retention
• Any manager of customer service
• Anybody who understands that good products and good marketing are not enough

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What Will We Accomplish?

A one-day, Online Customer Service Improvement Workshop with Jim Sterne will:

1. Survey current customer service tools and techniques
2. Identify online customer service ROI
3. Select and prioritize the projects that will:
   • Make the biggest difference
   • In the shortest time
   • At the least cost

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The Agenda

 9:00   Get Them to Show Up
           Great online customer is nothing, if your
           customers don't know about it

 9:30   Answering Questions Before They're Asked - JS
           The value of good navigation
           The FAQ (Frequently Ask Questions)
           On-site search
           A Range of Knowledgebases
           Customer service possibilities and best practices

10:30   Break

10:45   Customer Communication Lifeline
            Email
            Text Chat
            Voice Chat
            Co-Navigation

12:00   Lunch

 1:00   Personalized Customer Service
           From customization to personalization
           Intranets

 2:00   Measuring Customer Service
           Is it doing the job?
           Is it saving money?
           Is it an improvement for your customers?

 2:45   Break

 3:00   Current Customer Service Conundrums
           How is it working for you?
           How is it not working for you?

 3:30   Low Hanging Fruit - Easy Pickings
           Which new projects will require the least effort
           and provide the highest return?

 4:30   Getting Tactical: Setting Milestones
           Roles & responsibilities
           Creating a timeline

 5:00   Close

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Jim Sterne

Jim Sterne produced the world's first "Marketing on the Internet" seminar series in 1994. Today, Sterne is an internationally known speaker on electronic marketing and customer interaction and a consultant to Fortune 500 companies and Internet entrepreneurs.

Sterne focuses his twenty five years in sales and marketing on measuring the value of a Web site as a medium for creating and strengthening customer relationships. Sterne has written six books including:

• World Wide Web Marketing, 3rd Edition
• Customer Service on the Internet, 2nd Edition
• What Makes People Click: Advertising on the Internet
• E-Mail Marketing
• Web Metrics: Proven Methods for Measuring Web Site Success and Advanced Email Marketing

With a special focus on Web metrics, his company, Target Marketing, is dedicated to helping companies understand the possibilities and manage the realities of conducting business online. Sterne is the producer of the annual Emetrics Summit and is the Founding President of the Web Analytics Association.

Contact Target Marketing for more information

Phone: 805-965-3184
Fax: 805-965-8687
Email:

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"Jim is able to talk to a Web developer deep in the IT organization, as well as stand up in front of the Board of Directors and he comes out very credible in both forums. It's difficult to find someone with that kind of range."

"I liked his style because it was very nuts and bolts, and very business-focused. It wasn't just theory."

"My manager thought it was an excellent session. I thought it was an excellent session. All of the people who work for me thought it was good. "

"Jim really gets it. I mean he's out there living it everyday and everyday he sees a lot of different implementations; things that have done well and things that have not done well, and is able to really coach us. He brings a very senior, mature perspective. Jim brings some true expertise as opposed to purported expertise."

"He opened a lot of people's eyes in terms of we're doing okay, but we're not doing great. I think that people needed to hear that from somebody outside of the company, so that was good."

"Jim brings a very good sense of the politics within a company and helps you navigate through that."

"I really have a problem when my strategy consultant is the same as my implementation consultant. I have this nagging feeling that they're really coaching me into initiatives that fit their offerings. Jim brings an independent perspective there. He's reliable."

"A lot of Jim's information is stuff you can turn in to action really easily and quickly."