Customer Experience involves knowing your customer and understanding their needs and providing exceptional service at every interaction. 

What is the difference between Service and Experience? 

Customer Service is a transaction between you and the customer. 

Customer Experiences are inherently personal. It is about engaging people and reaching them on a personal level. 

“Customer Experience is the next battleground. It’s where business is going to be won or lost. ”
— Tom Knighton

Good Experiences grab your customers attention:

  • 85% would pay up to 25% more to receive superior customer service experiences
  • 55% are willing to recommend a company due to outstanding service, more so than product or price
  • 40% began purchasing from a competitive brand because of its reputation for good customer service

Source: X: The Experience when Business meets Design - Brian Solis

The Outline for this workshop includes :

  • Defining who are your customers and what are their expectations?
  • Creating a customer journey map to optimize the experience
  • Generating ways to enhance the service experience
  • Applying empathy and assertiveness to challenging conversations
  • Analyzing case studies to formulate win-win solutions
  • Formulating an action plan to put ideas to work   

Length: Half-Day or Full- Day Workshops available.

Please contact David to discuss how this program can be customized for your organization.

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