The decision by customers or prospects to explore, buy or walk away almost entirely depends on the experience that they have with your brand. When you manage to delight a customer, you have not only made a sale (though in some cases you don’t make a sale) but you have also created a brand ambassador: a new friend for your brand who in all likelihood will keep coming back and spread the good word about your product/service. By chalking out the entire customer journey through all touch points, your brand’s customer experience can be scientifically designed to deliver delight across the journey. Businesses that are able to skillfully craft the end-to-end customer experience reap rich rewards in terms of repeat business, positive word-of-mouth and high employee morale. Leading brands across the world are increasingly turning towards taking a holistic view of Customer Experience, going beyond just Customer Service.

Topics Covered

This workshop will introduce the principles of Customer Experience Management (CEM or CXM). The workshop will enable participants to take a fresh look at their business from the customers’ point of view, to trace out entire customer journeys (particularly the one for their business) and to come up with recommendations for making the customer journey delightful.

Who should attend

While anybody who wants to deliver a better customer experience would benefit from this workshop, it is ideal for owners and senior management professionals of businesses that depend largely on customers visiting their premises (like retail outlets, showrooms, department stores, dealerships, restaurants & eateries, salons, spas, health clubs, cafés, real estate projects, travel agencies, etc.). The size of the business doesn’t really matter.

Pre-requisites

Working knowledge of English

What you need to bring

Your heart and Soul!"

Key Takeaways

By the end of the workshop, participants should be able take the first steps towards turning customers into their brand ambassadors.