Exceeding Customer Expectations Workshop

Customer Experience Development workshop

Introducing a unique customer experience development workshop:

A highly interactive programme designed to deliver the knowledge and skills to develop and implement a long-term, high quality customer experience culture that will become your sustainable competitive advantage.

One action packed day learning vital skills. You will develop discover how to implement a team & customer-centric culture that will turn your customers into loyal raving fans and leave your competitors scratching their heads.

And it doesn’t end there - after the workshop as part of our commitment to you, we will be available to offer support & advice during your development stage.

Limited to 20 Participants
- to ensure you receive quality time with Chris Bell.

Ten reasons why you must be at this workshop:

  1. The future difference between organisations will be the consistency and quality of their customer experience.
  2. The growth of both customer loyalty & advocacy are two key outcomes
  3. Increases team engagement & productivity
  4. Capitalise on all the creativity within your organisation
  5. Takes the focus off price as your only competitive advantage
  6. Increases your ability to attract the right people
  7. Decreases staff turnover
  8. Reduces marketing costs
  9. Your customer experience will be your sustainable competitive advantage
  10. Increase growth and profitability

61 percent of New Zealanders removed their business from companies whose service didn’t meet their expectations. - 2017 Right Now study

Customer Experience Development Programme Outline

Session 1:

  • What is a customer experience culture? Where has it come from? Why is it so important for business growth & profitability?
  • What’s the difference between customer service & customer experience?
  • The Customer Experience defined
  • Where are all the great customer experiences?
  • The difference a customer experience culture makes – case studies
  • The three vital components – Leadership/Culture & People
  • Rate your current customer experience against your main competitor

Session 2:

  • The development & implementation process
  • The Customer Ex formula
  • Small change /big impact
  • Gaining commitment
  • The vision & the part it plays
  • Defining your unique customer experience

Session 3:

  • Identifying & prioritising touch points
  • Writing service standards
  • Measuring performance
  • The “generator” creativity programme

Session 4:

  • Putting the action plan together
  • The development team & total involvement
  • How fast is too fast?
  • The final wrap

Two Options: Public Workshops, or In-House.

Who Should Attend:

  • Customer Service / Experience Managers
  • Business leaders
  • Business owners
  • The person within your organisation with the commitment, motivation and passion to lead the development of your unique customer experience.

Please register your interest and we'll contact you to discuss.

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