19 June @ 9:30 am - 11:00 am
The customer experience doesn’t start at your front window nor end with a ‘ka-ching’ at the register. In its place, is a complex journey of experiences and touch points that influence the value, loyalty and attitudes of your customers along the way. In this session, we will map the customer journey, identify touch points and discuss changes to improve the overall customer experience.
Presenter: Annette Cotter, Cotter Consulting
Annette Cotter has over 20 years experience in retail, corporate, property management and small business fields. Cotter Consulting helps clients create clear, achievable and measurable business action plans to grow sales, market share and profits. Annette has served on the Board of Tourism Geelong as well as Central Geelong Marketing and understands the intricacies of doing business in and around Geelong.