About the Course:

Successful businesses appreciate:

• The numerous competitive advantages result from understanding their customers’ needs and expectations and enhancing their customers’ experiences
• Customer dissatisfaction with any interaction can result in lost sales, higher customer churn, increased operating costs, and negative comments that can easily spread via social media
• The payback to you, your team, and the organization for investing in improved customer satisfaction and loyalty
• Every organization’s service objective and its many challenges in achieving that objective
• Designing the value and experiences you want to provide your customers
• Describe your ideal customer relationship
• Delivering positive customer experiences while building relationships
• Mapping your customer’s experiences from products and services to positive emotions
• The significance of employee behavior on service delivery - the ‘Service Profit Chain’ from employees as experience creators to loyal customers
• Utilizing proven leadership techniques to orient employee behavior toward the customer
• Recovering from mistakes and addressing upset customers
• Four differentiating characteristics of effective service leaders

Course Objective:

In the Customer Experience Survey, two-thirds of the respondents say their companies compete on the quality of customer experience, and over 75% say that very soon, they will be competing primarily or completely based on customer experience.

Other research predicts that customer experience will overtake price and product as an organization’s primary differentiator.

Relying only on customer complaints to gauge customer satisfaction is a slippery slope since research shows that for every customer who complains to an organization, there are, on average, 26 others who don’t bother and are at risk of ‘talking with their feet.’ Without a process for monitoring its relationship with its customers, it’s easy for a business to miss signs that customers are ‘shopping’ the competition.

Who is the Target Audience?

Advance - Intermediate, Any organization providing service to its customers.

Basic Knowledge:

No Prior Knowledge is required