Reveal moments of truth with Clients!

In the world of the events and conferences industry, each team strictly follows its tasks for which it is responsible with high efficiency and effectiveness, each with its responsibility and specialization, However, what draws attention to and develops is another aspect of high level importance, which many departments that may succeed at the level of implementing the event overlook, but they may It is affected during its search for the optimal path to achieve actual sustainability from the desired results with the customer, and to ensure that they stay with the facility without losing them to another competitor. According to Gartner for research and technology consulting, 80% of organizations expect to compete primarily based on customer experience. And here we ask the question that we want a real answer to: Did the customer feel that they were taken care of? In other words, did the customer really get an excellent experience?

Between feeling and interaction

Customer experience (CX) refers to how a company interacts with its customers across every aspect of the buying journey - from marketing to sales to customer service and everything that happens in between. And in another way, it's the sum total of all of a customer's interactions with your brand. Understanding your customers' needs and wants will help meet your brand's needs and wants, and it's the most important aspect of customer success. It's also the most important aspect of business success. To move the idea from the realm of feeling to the realm of realization to obtain positive interaction from customers' perceptions of you and what you offer, which leads to increased customer loyalty, retention, and ultimately gaining their support in the long term. And when implementing a good event from inception to closing, this leads to achieving a positive return on investment (ROI) by creating lists of potential customers and deepening relationships with existing customers, partners and supporters who represent the first pillar to achieve sustainable growth in the company, as attracting a new customer costs five times the cost of retaining a customer current according to Forbes magazine.

Moments of truth with the client

Customer experience encompasses the entire customer journey, from the moment a potential customer first encounters your business to their first purchase and beyond. A connected and personalized customer experience can be delivered across all marketing, sales and customer service touchpoints, and through Customer relationship management CRM, but the thing that constitutes a real challenge in the field of implementing events, conferences, exhibitions and all events is asking the appropriate question to your customer in the right way, and being consistent with all their perceptions, expectations and needs in an easy language, which ensures that the customers reach their target audience and achieves their strategic goals for the event.

In Heights, we have developed a mechanism to obtain the initial picture with our customers about the event related to their facilities, by applying an interface for questions related to tracking the course of the event to be implemented, which are asked to the customer when visiting Heights website and in complete privacy, which represents a first step to creating a more effective communication channel with Our customers. We are ready to provide them with the correct service by knowing their requirements and pain points that need to find solutions on our part, and ending with an exceptional customer experience that we are proud of.

The customer's experience at the event itself

The client’s experience in the field of events industry is not limited to the client of the institution only, but extends to its influence on the visitors in the event itself, the client who chose you as the company organizing the event, to unite with them as one entity and arm all the tools, equipment, technology, manpower and all the resources they need in obtaining an integrated visitor experience. One of the best ways to improve the customer experience is to collect feedback and put it into practice since the beginning of the announcement of the event. And it is considered one of the methods in which the audience feels satisfaction and actual interest because we link their sense of achievement, and turn the unknown and vague for them into a clear path in all the details of the event, and thus turn their feeling into a positive interaction that brings success and positive financial returns to all parties and motivates them to return again to visit the each edition of the event .

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Resources:
Oracle

Gartner

Forbes