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Experience
Management
"How
to create addictive customer experiences"
It’s now widely
recognised that a focus on customer service
, although still necessary, is
no longer sufficient to win today’s
competitive battle to attract and keep the
best customers; something more is now
needed. Customer Experience is that
“something more” and this workshop will
introduce and explore the latest, proven
techniques to enhance and sustain positive
customer experiences. It will also
demonstrate how the continual management of
the key experience components is essential
to customise and maintain a noticeable and
worthwhile difference between you and your
competitors.
During 2-days with an
experienced facilitator delegates will
learn:
Why and how
experiences have a big impact on
customer behaviour
How internal
issues impact external experiences
The right
leadership approach
The best ways to
create systems and processes that enable
positive experience delivery
How to create a
company wide service culture
How to create
employee alignment and engagement with
business goals
Turning standard
products/services into addictive
customer experiences
Working together
to achieve sustainable success
Moving from good ideas to worthwhile
actions
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