Customer Experience and Retention
Brands have to be accurate, dependable and provide the service they guaranteed. The opportunity lies in the ability to deliver what you promised and surprise the customer with extra care and support creating brand ambassadors.
What you will learn?
- Understanding customer experience vs Customer Service vs Customer Obsession
- Mapping the customer Journey (Customer Lifecycle)
- Personalization and Customization
- Learn how to Customer Feedback and Insights
- Effective Communication and Emotional Intelligence
- Customer Retention Strategies
- Leveraging Technology for Better CX
- Handling Complaints and Negative Feedback
- Measuring Customer Experience and Retention
- Developing a Customer-Centric Culture
- Creating Actionable CX Plans
Who needs this training:
- Senior Managers and decision makers of an organization
- Customer Facing Staff
- Supporting staff – non external facing