Upcoming Webinars

February 15, 2012
"Reflections On The 2011 National Customer Rage Survey: Rethinking The Doctrines Of Extraordinary Customer Care" featuring Scott Broetzman, President and Chief Executive Officer, Customer Care Measurement & Consulting and Mary Jo Bitner, Ph.D., PetSmart Chair in Services Leadership, Professor of Marketing, and Executive Director, Center for Services Leadership, W. P. Carey School of Business, Arizona State University,
Arizona State University's Center for Services Leadership and Customer Care Measurement & Consulting (CCMC) have conducted the National Customer Rage Survey five times since 2003, and most recently in 2011. Widely recognized as a preeminent barometer of complainant satisfaction in America, the story told by the National Customer Rage Survey results is more than a mere hyperbole about out-of-the-ordinary, angry consumers. In fact, the findings offer some meaningful strategic and tactical guideposts for engineering an extraordinary customer care experience in both business-to-business and business-to-consumer sectors. Blending data from the 2011 rage study, insights from all five rage surveys, and selected proprietary studies, this webinar explores the underlying psychology of customer care expectations, as well as the bottom line benefits and consequences of exceeding and failing to meet those expectations. Ultimately, this webinar challenges industry executives and academics to reconsider the conventional wisdom of how to manage and measure the customer care experience. To register, please visit: http://wpcarey.asu.edu/csl/February152012Webinar

March 14, 2012
"The Impact of Web 2.0 on Customer Buying Intentions: Figures, Facts, & Myths" featuring Scott Broetzman, President and Chief Executive Officer, Customer Care Measurement & Consulting, and Marc A. Grainer, Chairman, Customer Care Measurement & Consulting
The advent of web 2.0 has forever changed and the customer experience. Given that one study after another seems to assert the powerful benefits of a positive web 2.0 presence (and the horrific consequences of negative web 2.0 presence), it's hardly surprising that many companies have made social media, social networking ,and their brethren applications a focal element of their marketing and service efforts. Perhaps these assumptions deserve more scrutiny. Using data from a 2011 nationwide consumer survey conducted by Arizona State University's Center for Services Leadership and Customer Care Measurement & Consulting, this webinar puts web 2.0 under a microscope and more closely examines:

• What is the impact of web 2.0 applications on purchase intentions compared to other sources of information such as mass media, advertising, traditional word of mouth, and personal experience with products and services.
• Which web 2.0 applications have the most and least impact on buying intentions
• How consumers use various web 2.0 applications for sharing their good and bad product and service experiences

This webinar is a must for industry executives and academics seeking to reexamine their web 2.0 marketing and service strategy. To register, please visit: http://wpcarey.asu.edu/csl/March142012Webinar