Great Customer Service Is Not Enough

10/28/2020 1:30 p.m. EDT

Session Type:  Education Session (1 hour)

Track: Revenue and Customer Service


In a world where customized, boutique, on-demand, Instagram-worthy services are quickly becoming the norm, great customer service is only one factor in providing the experience that customers are craving. Take one hour to slip into your customers’ shoes and walk through a series of questions that will help you re-evaluate your programs, facilities and services, and identify opportunities to take them to the next level.


Learning Outcomes:

Describe the subtle differences between customer experience and customer service, but the big impact that focusing on customer experience can provide.

Identify common pain points in customer experiences, even while providing great customer service.

Integrate opportunities to engage your customers’ emotional sides and surprise and delight them without breaking the bank.



Bobbi Nance

President, Recreation Results

Bobbi Nance is an expert in bridging the gap between passion and proof. As founder and president of Recreation Results, Nance works with park and recreation agencies across North America to find value in their data, capitalize on trends and push innovative thinking to increase their impact in the communities where they work.

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