Second To None

This and other brand authenticity resources are available in the Knowledge Center.

Brand Authenticity^SM is a new way forward for customer satisfaction management programs. Brand Authenticity is a term that can be used to describe the customer experience when it is designed, executed and perceived in a consistent, predictable and intentional manner. When used effectively, this tool helps companies measure and manage the complete customer experience.

In this webinar, David Robbins covers:

• Provides a brief explanation of the need for improvements in customer satisfaction research
• Explains the brand authenticity model and its implementation
• Discusses two case studies that demonstrate the strength of the model

Attendee Takeaways

• CSM is an incomplete measure of the customer experience. The brand authenticity model provides a more complete picture.
• Brand authenticity mitigates your risk against inaccurate or biased customer perceptions and leads to actionable business intelligence.
• Authenticity need not mean exceptional performance. Unexceptional authenticity can lead to growth.

Who Should Attend

• C-Level Operations and Marketing Professionals
• C-Level Customer Experience Professionals
• Brand Managers
• Training & Coaching Managers

Speaker: David Robbins, Vice President, Client Services, Second To None Inc.

David provides the strategic and operational direction for all customer experience management initiatives. He also is responsible for product innovation and the development of new service offerings. David works across verticals with a number of brands deeply committed to strengthening and shaping their customer experience. Among them: Starbucks, Citi and Staples.