The 11th FBRC broke all the records of it’s history!

We’ve had over 400 speakers appearance, from 8 different Brazilian states plus the federal district, where 150 companies has honored a full day of presentations and debates! Among them, over 200 have gave back the evaluation (record index), which for a confidence level of 95% allows a fantastic level of 4% confidence. In that scenario, nothing less than 96% was the truly general rejoicing index, check this out:

We have had, once more, a differentiated and undoubted content that reflected in the whole evaluation, not only part of it.

10 CEOs, divided in two panels, discussed strategies, practices, shared their day by day experiences, that will contribute greatly to the relationship’s development and improvement inside the companies.

The agreement between them, is that the revolutionary Power that sticks in the consumer’s hands through the social medias, is constantly questioning, charging and demanding a higher quality, transparency and punctuality of the set term and prices that are compatible with the product quality and the provided services from the Brazilian companies.

An unpublished research performed by IBRC rouse up what young consumers complain the most in a private company when it doesn’t work. Those young people that went out in manifestations on the streets has opened their hearts to the IBRC researchers, placing the “treatment” in their highest spot as what bothers them the most, followed by the provided services quality.

And what is the impact of that on the companies and what it’s main executives should do to not let it get away from the real world? How to keep plugged on, on what is happening from the Call Center’s base which is the company’s front door?

The Evaluation showed, with no doubts, the positive rebound of the debates. The first CEO’s panel had the most incredible FBRC’s evaluation in 11 years.

How to deliver the Best service to your customers in a way they did not drive themselves to the “customer service of the company?" Bill Price has shared, during his speech, some of the lessons presented on his book “Best Service, is no Service”

Objectively and showing off deep knowledge, Bill Price has delivered his message clarifying what makes the difference.

1. To Challenge the customer’s demand to the service
2. Optimize your own network
3. To create an attractive self-service
4. Be proactive
5. Make it really easy to contact your company
6. Your attitudes out of the company
7. To hear and to act
8. To provide great service’s experiences

As said by the CEO and founder of Amazon, Jeff Bezos, which with Price used to work as the first Amazon’s Global VP of customer services: “Our customers don’t usually get in touch unless something is really wrong, that’s why we want to reduce this number – and it has been decreased every year for 12 years”. Take that hint!

Before the second panel presentation, some datas about the 4ᵀᴴ Ranking Exame IBRC edition, where was shown, mostly, a widespread fallback in the companies performances. The event’s Analytical book told us why!

And the opinion of the speakers, once more, was to validate, most totally, the satisfaction of the presented content.

During the expected panel of cases, we watched detailed sucessfull cases among the 5 companies that was presenting, such as Bradesco, Microsoft, Walmart, Magazine Luiza and Whirpool. What were the troubles, the implemented solutions and opportunities that came out.

The evaluation graphic don’t left it behind and showed us that the IBRC gave it a right shot by introducing the panel of cases.

And among all of the exchanged experience, the 11th FBRC brought magic, theater and a raffle of many gifts. Check the pictures and testimonials and the CEO’s words.

We can say for sure that the FBRC 2013, made our customers and participants more loyal then ever. We've put that on check, and there is no detractor! Another record!

There Will be more in 2014! Just hold on and… see you there! Our NPS leaves us no doubts! And if it depends on our intention, it will have a full house…once again!