Course Description
A remarkable customer experience is vital for a business's continuous growth. Unlike customer service, which reacts to individual needs & is more transactional, customer experience covers the entire journey a customer goes through & forms an emotional connection. Positive experiences at each touchpoint fosters loyalty, retention, and brand advocacy. Understanding the full customer experience encourages cross-department collaboration resulting in a seamless experience and unified approach.
Key Learning
Customer service v customer experience
The importance of creating positive moments of truth
From warm welcome to fond farewell
Mapping the journey
Over coming pinch points and danger zones
The importance of creating a seamless experience
Suitability
Anyone who is in a customer facing role within hospitality, facilities, retail and business.
