An outstanding customer experience is the key to building and maintaining a successful brand and is a competitive differentiator that facilitates customer loyalty. A great motto and one endorsed by Coffee Republic; a company that transformed a nation of tea drinkers into one obsessed with 'triple decaf half-caf lattes' by focusing solely on the customer experience. This insightful webinar will provide you with a real-life entrepreneurial story of customer success. Hear Sahar Hashemi, Co-founder - Coffee Republic, present 'In the Customers' Shoes: How Coffee Republic Built its Brand through Great Customer Experiences'; she will discuss her customer experience philosophy and how it influences building and maintaining a successful brand.

1. “In the Customers’ Shoes: How Coffee Republic Built its Brand through Great Customer Experiences”Gary McNeil, Vice President of Marketing, ParatureSahar Hashemi, Founder, Coffee Republic

2. Parature Parature is a global leader in on-demand software (SaaS) for customer service and support Parature enables organisations to: Reduce the cost of supporting their customers Have a 360 view of customer issues Retain their customers Improve customer loyalty Generate more revenue from their base Deliver “great” customer service

3. The Customer Has Never Been More Important! In light of sales teams selling less - organisations are focused on: Customer retention Customer upsell and cross sell opportunities Lifetime value of a customer Overall revenue from the customer base

4. Service Has Become A Major Differentiator Improving the customer experience Multi-channel support Providing support in the manner by which the customer wants it Reducing customer effort Delivering on the promise of first contact resolution The result is reduced frustration Increasing customer loyalty By reducing customer effort you increase customer loyalty Increased loyalty is a game changer

5. The Implications of Getting it Wrong Costing you money now…and later 5

6. Parature: An Integrated Support Suite CUSTOMER TOUCH POINTS SERVICE DESK Delivering Multi-Channel Support For your CSR’s to Manage All Customer Interactions Metrics &Reports Deploy Surveys Feedback Chat Ticket ? Forums Your CSR Downloads Mobile Your Customer E-Mail Knowledge-base and FAQ’s 360º Customer History Intelligent Workflow Phone Service Desk 6

7. 800 Customers Across All Industries Gaming and Digital Media Business Services Technology Healthcare Associations Education 7

11. HABIT 1 PUT YOURSELF in YOUR CUSTOMER’S SHOES

13. Habit 2-Get out of the office Pretend your are a customer of your own company Pretend you are a customer of your competitor

15. Habit 3-Being Clueless Forget the ‘this is how we’ve always done it mentality’ Don’t let your experience or success become your straightjacket use fresh thinking

18. Habit 4-BOOTSTRAPPING ‘just do it’ don’t worry- lack of resources makes you more creative

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48. HABIT 1 PUT YOURSELF in YOUR CUSTOMER’S SHOES

49. Being in your customer’s shoes Think back to front: see yourself as the customer, not the ‘seller’ Be more subjective: experience your product for yourself Don’t just rely on customer surveys Think of customer service as problem solving-its more exciting Ask yourself ‘as a customer would I like this?’

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