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What Happens when the Customer Experience Breaks?
11:00AM PT / 2:00PM ET
An effective Customer Experience strategy is a key aspect for a modern business model. The process of delivering an amazing customer experience will create customers for life, except -- what happens when things go wrong? What happens when your customer experience processes break? How do you respond? How do you recover? How can you move your customer from negative to neutral or negative to positive? Most importantly, how can you ensure that it never happens again? In today's world, the "connected customer" can reach out and touch you, while also influencing others via a vast array of media platforms, in an instant. The way you handle their complaints or challenges can help define your overall company impression.

Join Shep Hyken, renowned author and expert in the customer experience field along with Matt Keenan, Aptean vice president of Customer Relationship Management, for a practical and informative look at what you can do to limit the damage that can occur and turn negative experiences into positive impressions when your customer experience processes break down.

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Audio is streamed over the Internet, so turn up your computer speakers!
David Myron
Editorial Director
CRM magazine
Shep Hyken
customer service expert, bestselling author and professional speaker
Matt Keenan
Vice President of Customer Relationship Management
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