Leveraging the Relationship Between User Experience, Customer Engagement and Customer Loyalty for

In the latest in her series of business webinars, consultant Eva Jenkins and her guest speaker, Dr. Amy Baylor, will explore the critical role user experience plays in helping companies engage and create loyal customers for long-term profitability.
July 7, 2011 - PRLog -- On Thursday, July 21st, a free one-hour webinar will feature business consultants Eva Jenkins and Dr. Amy Baylor discussing ways in which user experience drives consumer engagement and creates profitable customer loyalty.  It is the latest installment in a series of business-centric events sponsored by VIP Innovations, LLC a DC -based consulting company.  

Jenkins is a leading D.C. area professional who specializes in business and staffing topics.  She works with companies to maximize their ‘human capital’ by redefining the employer-employee paradigm and teaching managers how to engage employees so that they, in turn, will engage customers.  

When A Turned-On Customer Gets Turned Off
It is widely accepted that a loyal customer base is the most important factor for long-term business success.  Fred Reichheld, author of The Loyalty Effect and Loyalty Rules!, writes “The fact is that a 5% improvement in customer retention rates will yield between a 25 to 100% increase in profits across a wide range of industries.”

But a majority of companies are unable to achieve this goal because they “fail to create product, service, and delivery mechanisms that build loyalty through a positive ‘user experience,’” says Jenkins.  And she believes an engaged workforce is the main driver of that positive experience.

“Disengaged employees that feel they have no stake in the success of their employer are liabilities,” Jenkins continues.  “Their attitudes and behaviors turn customers off, negating all of the time, effort and money that have been spent on turning them on.”

Dr. Amy Baylor on Enhancing Interaction
Joining Jenkins for the discussion on July 21st is Dr. Amy Baylor of Amy Baylor Consulting, LLC.  Known as the Avatar Queen for her expertise in the design of anthropomorphic agents and avatars to support learning and motivation, Baylor and her colleagues evaluate businesses and make recommendations regarding training systems and employee performance/motivation topics that impact customer engagement.

Baylor specializes in enhancing the client/customer/user experience through better human-computer interaction. “User experience is commonly associated with human-computer interaction and website design, but there is more to it than that,” reports Jenkins. “I believe the true definition of ‘user experience’ is the overall perception that consumers have of their interactions with a business.”

Jenkins and Baylor will discuss how loyalty depends upon the entire experience that a consumer has with a business...including the quality of the product, the speed of fulfillment, and the responsiveness of customer service.  

The webinar will focus on how-to-strategies for creating a superior user experience so that customers feel engaged and “are motivated to buy your products and develop loyalty with your brand,” says Jenkins.

Advance Registration Required
The ‘User Experience Drives Customer Engagement’ webinar is open to professionals throughout the U.S.  The online event begins at 11:00 a.m. and ends at noon.  Participation is free, but advance registration is required.

For more information about this and other upcoming webinars, please visit http://vipinnovations.com/webinars.php.  Media inquiries may be made to Eva Jenkins at (888) 801-8885 or via email at jenkinsea@vipinnovations.com.

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VIP Innovations provides critical information to enable executives and business owners make better decisions regarding their people issues. This understanding leads to better allocation of human capital and maximizes the effectiveness of every employee.

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