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Customer Experience is the new Brand

The race to own customer experience is on! Companies are recognising the importance of delivering an experience that makes them stand out from their competition.

Some are learning the hard way, and with PR and brand crises just a viral video away Customer Experience or CX has never been more critical.

Be it customer service, product quality or just the way the customers feel about the companies they do business with, customer experience rises to the top of whether or not the customer will decide to keep doing business with a brand.

Best Practices

 80% of companies believe they deliver “super experiences,” only 8% of customers agree. In other words, companies have a long way to go. And, that means there is tremendous opportunity to disrupt a competitor or gain market share in an industry.

Hitting Goals

Today, 89% of companies compete primarily on the basis of customer experience – up from just 36% in 2010. While over 40% of customers will buy more from a company with a seamless customer experience. (Forbes.com) 

Customer Reviews

Grow your reputation in 2020.

  • 72% of customers won’t take action until they read reviews.
  • 15% of users don’t trust businesses without reviews.
  • Only 6% of consumers don’t trust customer reviews at all.
  • Google accounts for 57.5% of all reviews worldwide. (qaultrics.com) 

Conversational Marketing

Adding automation with chatbots is crucial in keeping up with a volume of conversations and to have a fighting chance at 24/7 support and customer communication a key component in the overall experience equation. Bots allow SMBs to compete with enterprise-sized businesses. 

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Introducing our Speakers

Sydney Digital Hubspot and Reviews.io

Hosted by Simon Gould, the CEO of Sydney Digital Marketing. SDM is an award winning, full service digital agency specialising in lead generation and business growth using search engine marketing and optimisation , social media marketing, web design + development and clever online strategies to improve customer experience (and deliver multiple returns on client investment).
 
 
   Tom Goodwin COO of reviews.io. An immense passion for technology, company culture and customer experience with business experience spanning 20+ years launching his first business at 19 years old.
For your business to succeed online you need to create trust between you and your customers and Reviews.io technology helps business achieve this by building trust and increasing traffic and conversion.
  Tom leads the day to day global business operations, collaborating with the CEO in setting and driving organisational vision and growth. Reviews.io has grown from 10 staff to over 50 staff across 4 regions, UK, US, Germany and Australia in the last 20 months.
 

Nick Dzienny works as a Channel Account Manager at HubSpot where he works with HubSpot’s Solutions Partners to help businesses grow better. Hailing from the US, he built his career in Sales & Marketing within the startup tech space in San Francisco before following his heart to Sydney. He’s spent the last 4+ years at HubSpot working closely with HubSpots Solutions partners, and their end clients, helping them further define and develop their content and conversion strategies, acquisition models and customer experience to power their business’ growth  If he’s not answering his emails, you’ll likely find him bobbing around in the surf or starting a new renovation project at home. HubSpot offers a full stack of software for marketing, sales, and customer service, with a completely free CRM at its core – Hubspot helps over 68,000 businesses in over 100 countries – grow their business.

Simon Gould

CEO

Sydney Digital Marketing

Nick Dzienny

CAM

Hubspot

Tom Goodwin

COO

Reviews.io

Program Agenda

CX Is The New Brand

Networking 5.30 PM TO 6 PM.

Connect and refresh

Indulge in some free drinks as well as beautiful cheese plates.🧀

Introduction 6Pm TO 6.20pm
(Simon Gould).

Introduction and CX - The New Brand.

Customer Experience - how is it different to customer service and why do I need to deploy a zero friction CX in my business? Examples of great CX and actionable insights you can use today.

HubSpot 6:20 PM TO 6:50 PM.
(Nick Dzienny - Hubspot).

10 tips/considerations when deploying chat and chat automation to your website.

As customers become more demanding not just in the way they choose to buy, but also in the ways they wish to communicate with businesses, many traditional online experiences simply aren’t capable enough

Reviews.io 6:50 PM TO 7:20 AM.
(Tom Goodwin).

Reviews and the Power of CX

For your business to succeed online you need to create trust between you and your customers and Reviews.io technology helps business achieve this by building trust and increasing traffic and conversion.

Wrap up 7:20 PM TO 7:30 PM.

Wrapping up with Q/A's

Your turn to ask the panel for their thoughts and insights. 

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