The Southwest Florida Regional Technology Partnership (RTP) presented “Experience & Engagement Throughout the Customer Lifecycle” featuring Alex Allen, founder of Two39 Work on January 10. Alex has spent his entire professional career focused on providing a world class customer experience through product design and execution and building amazing customer focused teams. The audience learned about the challenges that customer facing roles must address in a growing business and best practices for ensuring that the customer experience remains top of mind throughout their relationship with a company.
The theme of the seminar centered around switching from a customer service model that is reactive to a customer success model that is proactive. Alex shared cultural and tactical tips covering the hand over from sales to the customer relationship management teams, how to improve the post-sale service companies provide to increase revenue and identifying opportunities to reduce friction in the customer experience through journey mapping and customer profiles. In addition, Alex stressed the importance of engaging all departments in the customer journey, important KPIs to measure success and how to appropriately survey customers for optimal results.
Alex is the founder of Two39 Work, a technology and entrepreneur focused co-working space in Bonita Springs that provides additional services such as mentorship to the community members. For more information visit www.two39work.com. To register for future events produced by the SWFL Regional Technology Partnership visit www.swfrtp.org.