22nd January 2018 | 2-4pm
Why does customer satisfaction matter? How can you meet the public's expectations whilst delivering effective services? What is the current state of customer satisfaction in the UK? Which sectors are performing well and what is the difference between high performing organisations and those which follow? Are customer priorities changing and do Boardrooms understand how to segment by customers’ changing preferences?
Consumer confidence and spending has been resilient until recently, yet with rising inflation and wages falling in real terms customers may have more exacting demands on price and service. Why should this matter to organisations? What can they do to transform the customer experience to harness loyalty and advocacy? What should the Boardroom be focused on and how can they ensure that employees maintain a sharp focus on how their proposition is received by customers?
ACE members engaged with the Institute of Customer Service to consider how they can improve service users experience of public services.View Event Summary