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Thu, Apr 11


Location is TBD

Customer Experience by Design, Not Default

Do you really know what your customers care about? Generally speaking the answer is “yes,” of course YOU do. But do your employees?

Customer Experience by Design, Not Default
Customer Experience by Design, Not Default

Time & Location

Apr 11, 2024, 11:30 AM – 3:00 PM

Location is TBD

About the event


Do you really know what your customers care about?

Generally speaking the answer is “yes,” of course YOU do.

But do your employees?

Typically business founders know this instinctively, but can your organization deliver this to your customers without being overly reliant on the business owner to drive it?

In this presentation and workshop we’ll create a framework for transforming your business to be customer-driven, really understanding the emotional drivers of your most loyal customers, and empowering your organization to deliver this experience automatically.

In this hands-on workshop you will learn how to:

  • Create your customer promise
  • Consistent customer centric outcomes
  • Steps to creating a “Voice of Customer” program
  • Create KPI’s specific to your customers’ experience
  • Extract the business owner from the center of the customer experience

Michelle will guide you through developing your Customer Promise, which you can take back to your organization and apply to all your decision making, so that you consistently have customer centric outcomes.

Then we’ll collaborate on creating KPIs specific to your organization to measure this new customer-centric approach.

Lastly, we’ll consider the mechanism to communicate this customer promise and the steps to begin creating a Voice of Customer program, that goes deeper than your typical friction point resolution, and how to prioritize the implementation of the insights from your VoC program.

You’ll learn how to create customer experiences that are beyond just satisfactory and how to use Employee Experience and culture to establish a competitive moat.

About Michelle Martinez

Michelle has over 20 years of hands-on experience leading global organizations such as Wayfair and HomeServe through double-digit growth across B2B/B2C/D2C products, platforms and ecosystems through holistic CX and EX strategies that empower transformation and innovation. She fosters highly collaborative and empowering experiences across all management, department and discipline levels to create alignment, supercharge growth, and simplify complex systems and processes into meaningful and valuable customer insights for action.

An experienced industry leader and speaker, Michelle thrives at the intersection of all things experience to enable growth opportunities across product, service, technology, brand marketing, and business.

>> Members and Accelerators - REGISTER HERE  <<

>> Non-Members - If interested in attending this event, please email Chapter Management at <<

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