February 2020 NH Tech Alliance TechWomen Power Breakfast: Understanding Customer Success

TechWomen TechGirls |

Almost every businessperson has had interactions with customers or clients. And every person in the
world has been a customer at one point. Reputation Refinery  tells us that 96% of unhappy customers
won’t complain to you but they will tell 15 of their friends. So: what defines Customer Success and why
is it critical to today’s business practices?”

Kendra Bassi, the Director of Client Success at CommonPlaces Interactive in Manchester, NH, will
present her expertise on customer interaction and what makes it successful – or not.

“During my years at CommonPlaces, I have had wonderful successes and failures in various roles. Each
has been an enormous learning experience. Many of these lessons revolve around the customer’s
experience and journey with not only our company but also with mutual clients and professional
networks,” Ms. Bassi explains. “This is why every business needs to engage their customers and build a
loyal community based on brand identity. And do it well.”

In sharing her story, Ms. Bassi will help us discover tips and technology we can use to provide customers
with a great experience. Then they will tell their friends, who will tell their friends, who will tell their

“Most everyone has experienced good customer service at some point. Unfortunately, many of us have
stories we tell of our own terrible experiences with customer service,” says Heather LaDue, Chair of the
TechWomen PowerBreakfast Committee. “We are pleased to welcome Kendra Bassi to speak to this
issue given her extensive background and experience.”

The next TechWomen PowerBreakfast will be held on Wednesday, February 12, 2020 at the Manchester
Country Club in Bedford, NH from 7:30 am to 9:00 am. Tickets are $10 for NH Tech Alliance members
and $20 for non-members. Tickets can be purchased here or by calling (603) 935 – 8951. Seating is
limited so individuals are encouraged to register early.