According to Walker, a Customer Experience study group, by 2020 the customer experience will drown out price and product as the key differentiator for brand dominance. And 74% of senior executives believe customer experience impacts the willingness of a customer to be loyal to your organization. That’s a massive shift in the way customers decide who to do (or not do) business with so it’s a no-brainer to say that companies need to get ready now, so they’re prepared for this inevitable change. In this presentation, Mona brings in her decade of experience with Southwest Airlines and delivers real-world success stories and the four key strategies for delivering an “off-the-charts” customer experience. Audiences will learn about the latest statistics driving customer service and how that impacts the bottom-line. You'll learn how to crush the competition and gain customers for life. Key Takeaways: • How to deliver great customer service consistently that will drive results. • How the customer experience increases customer loyalty. • Build a customer experience strategy for your organization. • Understand how to better connect with your customers, both internal and external, to promote long-term success.