In this digital age, customer reviews and complaints — and how apparel decorating businesses react to them — can significantly impact a company’s reputation and bottom line.
At the Specialty Graphic Imaging Association’s (SGIA) THREADX 2020 conference (February 23 - 25; Scottsdale, Ariz.), keynoters Jay Baer and Scott Wozniak will discuss successful approaches for securing a raving customer fan base and how to address not-so-raving reviews. Online registration is available at threadxconference.com.
Opening the conference with “Hug Your Haters: How to Embrace Complaints and Keep Your Customers,” Baer, Founder of Convince & Convert consulting firm, will share how to turn negative online reviews into opportunities.
“Today, every online customer interaction is a spectator sport. It's not just about answering the one customer who left a review or provided feedback. Instead, it's about the tens, hundreds or thousands of other potential customers that are watching the interaction,” he said. “This is why it's key to answer every piece of online customer commentary, positive or negative. And wherever possible, to do so fast. Brand-new research shows that faster service creates better reviews and happier customers.”
In addition to founding five multi-million-dollar companies, Baer is a six-time best-selling book author. His consulting firm provides strategic counsel to high-profile brands and organizations including Caterpillar, Oracle, 3M, Adidas and the United Nations. A regular presenter on customer experience and service and host of the award-winning Social Pros Podcast, Baer was recently inducted into the Professional Speaker Hall of Fame and the Word of Mouth Marketing Hall of Fame.
“Jay Baer has changed my whole outlook on customer service. His methods of turning negative feedback into a positive situation could help grow any business,” said Brett Bowden, Owner, Printed Threads, SGIA Apparel Decorators Committee Vice Chair and member of the SGIA Board of Directors.
Wozniak, CEO, Swoz Leadership, will close THREADX with his presentation, “Raving Fans.” Sharing real examples and practical tools, Wozniak will help attendees go beyond a base of merely satisfied customers motivated by price to a loyal and enthusiastic following.
“In our global village connected with e-commerce, it’s easy to get lost in the crowd,” he said. “Some companies have managed to serve their customers in a way that creates raving fans, year after year. My talk at THREADX will show how they did it and how attendees can build their own ‘Raving Fans Engine.’ I know these methods work because not only have I spent 20-plus years studying the best companies in the world, I have had the chance to help build some of them.”
A three-time author, Wozniak spent eight years at Chick-fil-A's headquarters working with the founding family and executive team to create leadership development programs and company-wide initiatives, and to establish strategies. He still works closely with the company, in addition to sharing his strategies with other corporations’ leadership across six continents, including Silicon Valley startups, Ivy League universities and billion-dollar global firms.
“I can’t say enough about how great Scott’s presentation on building a raving fans engine was,” said Justin Lawrence, Owner, Oklahoma Shirt Company, another Apparel Decorators Committee member. “Super interesting content plus a unique presentation format plus an engaging speaker equals the trifecta for a fantastic seminar. Any business owner or customer-facing personnel will benefit from hearing Scott’s ideas.”
For more information or to register for THREADX 2020, visit threadxconference.com.