October 24 – 25, 2018 | Cleveland, Ohio
The Secret Service Summit is America’s #1 Customer Service Conference. Two incredible days of amazing keynote speakers and breakout session presenters. You will hear from leading customer service authors, experts, consultants, and brand executives. This is the conference that has the capability to not only educate you on world-class service, and also immerse you in it. It is a conference experience like no other.
Enjoy world-class speakers, ground-breaking insights, and incredible networking with paramount service leaders, plus, the big ideas, motivation, and renewed energy to propel you and your team to the next level of customer service.
What is Secret Service?
Secret Service uses hidden systems to deliver unforgettable Customer service. These systems obtain Customer intelligence and utilize it to personalize the Customer’s experience, leaving the Customer to ask themselves, “How’d they do that? How’d they know that?”
Secret Service employs behind-the-scenes systems that employees use to anticipate and deliver on the unexpressed needs of the Customer, by using a system of silent cues, visual triggers and visual aids.
To effectively deliver Secret Service, your employees need to act as detectives by collecting Customer intelligence and then using silent cues that alert their coworkers and allow them to personalize the Customer’s experience.
Customer intelligence is customer data (i.e., buying habits, purchasing history, referrals, personal preferences, where they live, or work) that fuels secret service. Secret Service systems allow the front-line employees of your organization to consistently deliver a memorable experience through:
- Engaging the Customer
- Personalizing their experience
- Remembering their preferences
- Distinguishing between new, returning, and VIP customers
- Anticipating and delivering on their unexpressed needs