How to Design, Deliver and Sustain Enhanced Customer Experiences

80% of businesses believe they deliver a great customer experience, while only 8% of their customers agree. Businesses in any industry will benefit from learning how customer experience can transform their operations, leading to more engaged employees, greater customer satisfaction, more repeat business, and significant, measurable bottom-line impact.

Did you know?

• Having a great customer experience strategy is just as important if you sell products or services.
• Increasing customer retention rates by 5% increases profits by 25% to 95%.
• 86% of buyers are willing to pay more for a great customer experience.
• Customer experience has overtaken price and product as the key brand differentiator.
• Only 1 in 26 unhappy customers actually complain.

As a bonus, all participants will receive a complimentary customer experience change diagnostic of their business. The c-change diagnostic will evaluate their business across 10 key aspects and provide insights they can apply immediately to enhance the customer experience and exceed customer expectations.

Learning Outcomes:

By the end of this workshop, participants will be able to:

• Distinguish between customer service and customer experience.
• Recognize customer experience trends and statistics in today’s marketplace.
• Apply the 3 Rs of customer experience – Responsiveness, Reliability, and Relationships.
• Identify the 5 steps of a successful customer experience transformation.