What Customers Expect From You Right Now

Virtual Event  
Tuesday, July 14, 2020 1:00 PM - 2:00 PM   iCalendar

NEW - Purchase all three virtual programs as a package for $175 and save $50!

  • What Customers Expect From You Right Now - July 14
  • How to Create Memorable Experiences Inside Your Funeral Home - July 21
  • How to Distinguish Your Funeral Home from the Competition - July 28

To take advantage of the package price, please click here.


All times are U.S. Central Time

1 CE Hour

The New Customer Satisfaction Paradigm: What Customers Expect From You Right Now

Your funeral home has an ambiance, a palpable personality that translates into what a customer expects from the first moment of contact. Whether they find you on online or walk in your front door the customer experience must be consistent. And consistently good. You'll learn how customer moments of truth define the customer experience, how to use social media to engage and connect, what your website and marketing materials need to do right now, how to manage your online reputation and more.

Approved for 1 CE hour by APFSP and by most state and province licensing boards.

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Rich Kizer and Georganne Bender are consumer anthropologists, authors, and consultants who are consistently among the highest rated speakers at NFDA Conventions.  In addition to focus groups, one-on-one interviews and intensive on-site studies their consumer research includes posing as every kind of customer you can imagine - including funeral home mystery shoppers. The result of their research is literally straight from the mouth of the consumer: solid ground level intelligence you can use to better serve your own customers.


Registration Fees

NFDA Member (includes CE)


Nonmember (includes CE)



Virtual Event  

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