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ICON QLD: How to Use Client Experience and Empathy Mapping to Boost Client Insights

  • Boardroom, BDO, Level 10 12 Creek Street Brisbane City, QLD, 4000 Australia (map)
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The voice of the client is usually sought by firms at two main listening posts: at the end of a transaction and as part of an ongoing relationship management plan. While many firms devote a lot of effort to their client feedback programs, they can be hard to sustain, expensive to conduct, elaborate in their execution and slow to yield results. 

In this session, you’ll discover alternative ways to gather meaningful insights from clients without busting your budget. In addition, you’ll find out how to use client experience mapping and empathy mapping to guide your approach.

Topics include:

  • A practical five-stage client experience framework that will re-frame marketing, sales and client loyalty actions
  • How to install at least six more ”listening posts” throughout a client journey
  • How to move feedback to the front line of client engagement
  • How to use empathy mapping to inform the questions you ask

Event details:

  • Date: Thursday, 28 June 2018
  • Time: 12pm for registration and networking lunch, 12:30pm- 2:00 pm presentation
  • Location: Boardroom, BDO, Level 10, 12 Creek Street, Brisbane
  • Price: ICON Member: $66, Non-Member: $99

About ICON:

ICON are a network of B2B professionals working as marketers, sales leaders, business developers, customer engagement specialists and communicators, from sectors as diverse as accounting, legal, engineering, property and architecture, technology, management and more.

Collectively, ICON and their members act as an active knowledge, development and social network which connects industry giants with newcomers in order to develop relationships and share best practice.