editor’s letter
X stands for experience
Stephanie K. De Long
This month’s Vision Expo West will include a four-hour Chief eXperience Officer certificate program. Businesses around the world have begun adding this job title to their must-have slate of executives. Why? According to Scott Deming, the nationally renowned expert on customer service who will be conducting the certificate course, “it’s all about focusing more on relationships.” In today’s competitive environment, he adds, “there must be a fusion of service and message.”
BRAND BUILDING
Through his energetic presentations and consulting programs, Deming shows that building a brand through one-of-a-kind customer experiences is the key to sustainable success. The four-hour program will show attendees how to “designate and empower a CXO in your practice to drive and implement extraordinary customer service” and how to “differentiate your business from the Internet and increase patient satisfaction, loyalty, and profits.”
Eyecare Business is proud to be the exclusive media partner for this program, which is scheduled for Friday, October 4, from 8:30 a.m. to 12:30 p.m.
EB SPONSORSHIPS
In addition to the new-to-Vegas CXO program, Eyecare Business is pleased to be the co-sponsor of the Framebuyer Certificate Program and the exclusive media partner for the Visionomics program. I’m fortunate enough to be moderating two of the Framebuyer classes, both of which feature terrific panelists—The Visual Merchandising Experts Panel and Tapping Your Inner Retailer—as well as two other first-time courses: “The Niche You Can’t Ignore,” sponsored by The Low Vision Division of The Vision Council, and a course on buying groups and labs, as part of the Optical Lab Division’s educational program.
We’d love to see you in one of these classes or at our booth, LP6112.
Steph De Long,
Editor-in-Chief
| WHAT THEY SAID… |
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Scott Deming on Customer ServiceA renowned expert in providing customer service, here are just a few of the ideas that Scott Deming has shared in print with a variety of publications: EVANGELISTS“Satisfied customers go out and start building your brand for you. People talk. You have to create the experience that will create the evangelists.” Entrepreneur Magazine ALMIGHTY CUSTOMER“Creating beliefs in the hearts and minds of your customers about you, your company, your values–your brand–is the core element of success. The almighty customer should trump the almighty dollar every time.” Sales and Service BRAINSTORMING“Hold regular create-the-ultimate-customer-experience brainstorming sessions where you write everything down on a big flip pad, and make sure everyone knows that the only bad idea is no idea.” Sleep Savvy Magazine PHONE CONTACTS“The phone is one of your best opportunities to make a good impression. Avoid, ‘I’ll get back to you as soon as possible.’ Be specific: ‘I’ll return your call within an hour’ or ‘before the close of business today.’” Newsweek |
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