IACC Americas has announced the release of two additional video clips on content-rich topics related to the meeting experience. The videos are based on IACC’s third Thought Leader Summit and subsequent white paper “Creating Compelling Meeting Experiences” at IACC’s 30th annual conference, and showcase two customer-related topics: “Achieving Owner and Customer Satisfaction”, and “Eliminating Customer Sacrifice.”
According to John Potterton, CMP who facilitated the event, “these two videos will help viewers understand the difference between a variety of customer experiences - customer sacrifice, customer service and customer surprise”.
Broadcast live and webcast around the world from the Kellogg Center at Gallaudet University in Washington, DC, the first ten-minute video, Achieving Owner and Customer Satisfaction, features Amy Wickenheisser, (Hotel Manager at Hamilton Park Hotel & Conference Center), who says her owners "are very interested in customer feedback." The results of the feedback are measured, compared and ultimately tied to revenue production.
Also featured in the video clip, Jeff Vredevoogd, Director Education Solutions at Herman Miller, Inc. comments on the “six aspects of space which are critical to the success of any facility design: adaptable, social, resourceful, healthful, sustainable and stimulating. “
In the second video clip, Eliminating Customer Sacrifice, Potterton notes that “Customer sacrifice is the pain or annoyance a customer endures when buying or using a product or service.” According to panelist Bob Dean, Director Americas for Profiling Online, "customer satisfaction doesn't necessarily lead to customer loyalty, but eliminating customer sacrifice does and it can actually lead to customer surprise."
In total, IACC will release 14 videos on different topics related to the meeting experience. These two video segments are available online.
Achieving Owner and Customer Satisfaction can be found at:
http://bit.ly/nHAIu3
Eliminating Customer Sacrifice can be found at:
http://bit.ly/sNAzB5