Why does Customer Experience Management matter to startups?

Why does Customer Experience Management matter to startups?
(And, what startups can do about it?)

In this talk, Dr. Hayes will show us that Customer Experience Management is not out of reach for startups and never too early to measure.  He will lead us through these topics:

  • What is Customer Experience Management (CEM)?
  • Impact of the Customer Experience on Customer Loyalty
  • Building a World-class CEM program
  • The Key to Business Success is Customer Loyalty
  • What can startups do?

Speaker bio -

Bob E. Hayes, PhD is the Chief Customer Offier of TCELab and president of Business Over Broadway. He received his PhD in industrial-organizational psychology from Bowling Green State University, specializing in survey research and quantitative methods.

Bob conducts research on topics related to customer experience management, including the measurement of customer experience and customer loyalty, business analytics, effective measurement of customer
experience, best practices in VoC programs and Big Data.


7:00 - 7:30 - Sign-in and networking
7:30 - 8:30 - Presentation and Q&A
8:30 - 9:00 - Networking

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