In the realm of corporate event management, creating a cohesive experience for attendees is paramount. Successful event organizers know that every element, from initial invitations to post-event follow-ups, plays a crucial role in shaping the overall experience. A well-coordinated event not only meets logistical requirements but also resonates with leaving a lasting impression and fostering positive relationships with the customer.
To gain deeper insights, we had the chance to sit down and have a chat with Edmund and Windy, from BCD Meetings & Events. We discussed strategies on how to tackle issues at an event, how to guarantee 100% customer’s satisfaction and the importance of teamwork in managing an event.
Describe a time when something didn't go as planned during an event. How did you handle it, and what was the outcome?
Edmund: During our recent event, we had an AR (Augmented Reality) activity in the foyer area, and we had one major hiccup. Basically, we had these trigger points, and it could not be scanned towards the very end of the preparations. It was 4am and there were a few hours left before the event started.
Windy: We tried adjusting the lights and angles, but nothing worked. We tried contacting the vendor, which is the creator of the application, but the vendor wasn’t really responsive. So, we had to take things into our hands.
Edmund: What we did was, we decided to create our own craftmanship by attaching white color borders around the trigger points itself and it worked, it was scannable. We were fortunate enough, the decoration in cardboard color so there wasn’t much contrast with our craftmanship. It blended well with the theme. Everything looks great together and the clients were really happy. For the extra support, we placed one person- in- charge in every station (with AR activity) to assist and this really helped.
How do you ensure that all team members are on the same page in terms of delivering a consistent customer experience during an event?
Windy: Usually what we did was, one day before the event there’ll be a brief from our team leader. We were briefed about the details and the flow of the event, as well as printing necessary documents and media for it, to make sure it runs without problems. So far, this really helped our team to be in the same page during an event.
What's the best piece of feedback you've ever received from a customer or a peer in a customer service setting? How did it help you grow?
Edmund: So, I’ve this client that came up to us and said he was so glad that he picked Apxara because we were really accommodating. He was really impressed because of all the suggestions that we provided them, was on point. We helped them save a lot of time, even their funds because we could promptly manage and sourced the right options with ease. Besides that, they also said that I have a really great communication skills and they really enjoyed working with us. So that made us extremely happy.
Can you walk me through how you've planned for customer experience at an event you've previously been involved with?
Edmund: I think the best strategy is to study and find out whatever information you can about who your client is and what kind of people they are. It is always great to communicate with your co-worker or your seniors because they might have worked with these clients before, so they know what kind of expectations they have. Therefore, we can manage accordingly.
Do you believe in the importance of providing memorable Customer Experience in your line of work, and why?
Windy: Yes, I believe delivering a great customer experience is important because, in the end, it's the little things that make a difference. Customers remember the extra service, patience, care, and your positive attitude.
Aavii is a fully integrated Meetings, Conferences, & Incentive Travel company with 20 years experience in crafting meeting themes to elevate audience engagement globally. Our subsidiaries, Apxara Travel & Events is a partner of Global Event Agency, BCD Meetings & Events based in Chicago, Illinois, USA whilst Accucap owns a full range of events technology & content development agency
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