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Building a Customer Centric Website

Becoming customer centric was a key driver for DTE Energy in their web self-service functions, eventually taking the company to industry-leading adoption of web self-service functions at 46.5%. Customer centricity is DTE's focus on the needs and behaviors of its customers. Their effort to "attach" customers to their web channel led to geniune, "non-robotic" responses to customer needs or views.

Workshop Objectives:

• Develop a strategy to build a more proactive, customer centric website;

• Analyze and implement the “best practices” of world-class customer centric web channels;

• Restore the human touch to some aspects of your web;

• Measure and assess how well customer service standards and objectives are being achieved;

• Enhanced communication and conflict resolution regarding the web channel.

Who Should Attend?

• Customer service executives and management;

• Customer service personnel;

• Web support personnel.