Using Science to Build Trusting Relationships - Customer Success Summit 2015

April 17, 2015
Presented by Ed Powers Principal, Service Excellence Partners From Customer Success Summit 2015. All things being equal, people prefer to do business with people (and brands) they know, like and trust. This module describes how companies can systematically build stronger customer relationships throughout the customer life cycle by using the latest research in cognitive neuroscience. "Mindful" customer experience designs dramatically reduce customer churn and increase up-selling and referral revenue. KEY TAKEAWAYS: Trust is a key driver in customer loyalty, a factor that’s frequently overlooked Trust is acquired naturally through the process of reinforcement learning You can easily and systematically form bonds of trust by managing five critical moments in the customer experience About Totango: Totango is a customer success platform that helps recurring revenue businesses simplify the complexities of customer success by connecting the dots of customer data, actively monitoring customer health changes, and driving proactive engagements. Leading companies use Totango to reduce churn, grow predictable revenue, and maximize customer value over time. Learn more at http://www.totango.com
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