Elevate Your Customer’s Experience

Presented by customer experience expert, author, and instructor Jeofrey Bean.

Today’s digital-savvy customers expect quick responses and transparency, and they expect for brands to go above and beyond to keep them happy. Just look at companies like Apple, Amazon, Starbucks, REI, Airbnb, and Square. They’ve gained world-wide recognition by going beyond the status quo and creating memorable customer experiences that keep people talking.

If you’re ready to take your customer experience to the next level, spend the morning with customer experience expert, author, and instructor, Jeofrey Bean. Jeofrey will share the secrets to creating these extraordinary customer experiences.

As an Expert Reviewer at the Customer Experience Special Interest Group (CX SIG), sponsored by Intuit, Jeofrey advises start-ups and established businesses such as ProFlowers (FTD) and Sony PlayStation on improving and innovating customer experience. In this meeting, Bean will show you how to transform your customer experience from ordinary to extraordinary by teaching you:

• Best practices for creating exceptional customer experiences for today’s consumers
• Tips for gauging the effectiveness of your customer program
• How to transition your company to a customer-centric way of thinking
• Innovating customer experiences – How the leading CX companies do this
• About the leadership, culture, and decision making at “The Experience Makers”
• Transitioning organizations toward a CX focus

Exclusive AMA Member Offer

AMA Members who attend this event will be entered to win FREE admission to UCSD Extension’s 2-day Customer Experience Revolution Workshop, May 4-5—a $995 value! This 2-day workshop builds on the learnings gained from the March 29th event. Additionally, all AMA members receive a 10% discount as well—a $100 value!

Save Your Spot!

Don’t miss this exciting opportunity to gain revolutionary insights from industry expert, Jeofrey Bean. Reserve your spot today!

Jeofrey Bean:

Customer Experience and Internet Strategies expert, author and educator.

As the Principal of Del Mar Research, Jeofrey guides companies in making successful customer experience decisions. As an advisor, keynote speaker and educator, he has developed and lead courses, training seminars and workshops for Verizon Wireless, LPL Financial, Quest Diagnostics and IDriveSafely.com.

Jeofrey is the author of two customer experience books: Customer Experience Rules! 52 best practices of customer experience leaders and best-seller The Customer Experience Revolution: How Companies like Apple, Amazon, and Starbucks Have Changed Business Forever. Each book is based on experience, research and in-person interviews with customer experience leaders.

Jeofrey is a Professor of Internet Marketing Strategies and Customer Experience at the University of California San Diego Extension. As an Expert Reviewer at the Customer Experience Special Interest Group (CX SIG), sponsored by Intuit, Jeofrey advises start-ups and established businesses such as ProFlowers (FTD), Sony PlayStation, FirstAllied.com, Stickshift, TheCourseKey.com and Nanomedical Diagnostics Biotech on improving and innovating customer experience.

An engaging speaker, educator and thought leader, Jeofrey is known for innovative and practical insights and commentary delivered with a dash of humor. He has presented at the J.D. Power Service Excellence Summit, The LPL Financial Focus Conference, SOCAP International, the SDL Innovate Customer Experience Conference, The Fast Leaders and has been a guest on John Hockenberry’s “The TakeAway” radio show on National Public Radio (NPR, WNYC and PRI)

His executive education and professional development programs include The Customer Experience Workshop – The Customer Experience Revolution; A two-day immersive customer experience program about applying the best practices, leadership culture and decision making that guide the top customer experience companies.

VENUE

UC San Diego Extension
6256 Greenwich Dr,
San Diego, CA 92122

PARKING

Free, ample parking in on-site parking garage.

GREENROPE

GreenRope provides the most innovative and complete sales and marketing platform, backed by the best service and support in the business, to enable maximum ROI and growth for small and mid-sized businesses.

A roomful of San Diego marketers at UC San Diego Extension were the lucky beneficaries of Geofrey Bean’s customer experience expertise. He shared with us his research on what differentiates the best CX firms, how CX culture is developed and the role of leadership in driving the customer experience. Here are some highlights of our discussion:

• In a customer experience marketplace, great ideas, products and services are not enough
• Leading customer experience companies change markets and lives irreversibly
• Why be a customer experience innovator? Because CX companies are more profitable and durable than others
• User experience and customer experience are not the same thing. Bean defines CX as all the interactions, direct and indirect, people have with or about a company’s messages, people, processes, products or services. UX is a subset – direct interaction with a company’s product or services.
• UX is the proof point of the promises a company makes
• Social media has been the big game changer for CX as it helps the word, good or bad, spread like wildfire
• Bean said markets break down like this: 5% of companies are CX leaders; 25% care about or focus on CX and/or UX but haven’t mastered CX; 70% don’t understand CX and deny it is important to their business. The companies in this latter group likely focus myopically on their products/services or ideas/technology.
• When consumers assess the CX of a company, we don’t just compare it to its industry peers, but to their favorite customer experiences across all verticals.
• The three Ds of CX: Determine the experience, develop the experience, deliver on promises made
• CX companies aren’t perfect. But when they falter (Netflix, Uber), they make corrections and move forward.
• You can’t achieve true customer experience mastery without blending online and offline experiences
• Measure what matters to your customers. For example, do you think a lawnmower buyer values units sold or the number of pulls it takes to start one?
• Customer advocacy is a better measurement than customer satisfaction
• Experience makers compete with themselves
• Among publicy-traded companies, there is a demonstrated correlation between customer experience and stock price

Once again, many thanks to Geofrey; our host, UC San Diego Extension; our event sponsor, GreenRope and to Sage Bleu Catering for hooking us up with coffee and breakfast bites!