MARK YOUR CALENDARS!International Customer Service Association Georgia Chapter Lunch & LearnTuesday, February 26, 2013 Meeting Details: Date:  Tuesday, February 26, 2013Time:  11:30 AM - 1:00 PMLocation:   Georgia Perimeter College Contact Center, 1975 Lakeside Parkway, Suite 350C, Tucker, GA 30084Your Investment:  Member $10.00 (Preregistration price) Non-Memebers $15.00  Non-registered Guest Pay $15.00 at the door.  (Lunch Provided)Topic:  Customer Retention Best Practices - Think Ease of Doing Business Registration Details:To register by phone or questions:  Contact Roosevelt Stripling, MARTA Customer Service Manager at  (404) 848-4156 MEETING TOPIC:  2013 Customer Retention Best Practices - Think EASE of Doing Business! As brands become increasingly similar and competition intensifies, keeping and expanding customer relationships depends on your organization's ability to deliver customer experience tailored to changing customer needs and consistent with your brand's promise.  To survive and even thrive in today's environment, many organizations should take a fresh look at their strategies and methods for retaining customers.    New Best Practices Research tell us that Exceeding expectations  has only moderate impact on customer loyalty.   We've found that the EASE of Doing Business has MUCH more of an impact on customer loyalty.    Here Are THREE Facts to Consider for 2013:Exceeding customer expectations had a moderate impact on loyalty.Satisfaction does not predict loyalty.Reducing effort has the greatest impact on loyalty.  Sherry will discuss several NEW Thought Provoking Best Practice Finding with you.  Each attendee will take away a copy of the presentation to share with management.  As well as new ideas and suggestions to improve your customer retention programs within the organization.      About Our SpeakerSherry Redden Evans is a recognized leader in the customer service community. She is an accomplished trainer and speaker in the dynamics of the customer service delivery, leadership, team building, coaching and development.  As a customer retention expert, Sherry provides detailed analysis of the customer touch point work flow processes and the design and implementation for all areas of the customer experience within the organization.    (Non-Members will be invoiced accordingly) Member Event Registration 11.54 Non-Member Registration 16.82 (Members & Non-Members) LATE REGISTRATION 16.82