How Customer Experience Mapping Makes Good Sense and Great Customers

416 Travis Street,Shreveport LA 71101

01 April, 2021

Description

Join PRAL NWLA for our April HYBRID meeting with our friends at AAF Shreveport-Bossier! This will be our first HYBRID professional development meeting of 2021! Choose the option that works best for you: in-person at the Petroleum Club or via Zoom. "How Customer Experience Mapping Makes Good Sense and Great Customers" Experience mapping brings a whole new light to the customer encounter analysis—for better or worse. From the customer’s initial awareness to the purchase and sales support experiences, this tool illustrates their journey. At which touchpoints do customers feel valued versus disconnected from your company or brand? What can you do to enhance their encounters? This case study presentation shows how several national brands use experience mapping to boost their image and customer loyalty. About our speaker Susan Saurage-Altenloh specializes in designing innovative research strategies and producing results that meet clients' information needs – completely and exactly. Her 20+ years of experience include facilitating more than 17,500 qualitative sessions, completing thousands of quantitative survey and hybrid projects, and securing a reputation for producing reliable, timely, applicable results. The firm, which stays on the early adoption curve of new techniques and methodologies, has won several national and regional awards for its creative and unique research approaches to secure critical, usable information for marketing and strategic planning purposes. Susan’s corporate experience includes thousands of research projects that required understanding and coordinating the needs, perceptions, and resources of multiple entities into a cohesive plan for marketing, service line development, and message strategy development. Most of these information-gathering efforts include insight from consumers, CEOs, influential opinion-leaders, or major employers. Susan earned her PhD in Marketing from Capella University and now serves as core faculty in their business doctoral program. Prior to this degree, Susan earned her MBA at The University of Texas at Austin – one of the top 10 business schools in the country. Before establishing Saurage Research in 1987, Susan served as vice-president of a large southeastern region research firm. Susan has authored numerous articles appearing in national and regional business publications including AMA’s Marketing News, Quirk’s Marketing Research Review, Enterprising Women, Houston Business Journal, and QRCA's VIEWS Magazine. She regularly appears on television and as a speaker on market information and research trends. Susan authors two blogs; Factistics for the Houston Chronicle and her own independent blog, Factastics. She regularly appears on television as an expert in market information and research trends.