Format: MP3 Audio Download

Presenter:John Derosa

Businesses are increasingly recognizing the complete experience enjoyed or endured by their customers is critical to customer retention, endless referrals, profitability and growth. This training course addresses why the customer experience is crucial and provides an understanding of how customer experience differs from customer service. It provides a practical understanding of the value and case for the development and delivery of a customer experience strategy. The course also provides a practical understanding of how to design and deliver a strategy and how it can drive customer growth, profitability, and loyalty. This session is 50% residential and 50% commercial material.?This session is presented at a beginner/ intermediate level.

1. Identify the importance of providing a powerful customer experience.?
2. Create a customer journey map that can be used to.?
3. Measure and improve the customers' experience - in the areas that matter most to the customer.?
4. Avoid the common mistakes that people make when adopting a customer experience program.