Customer Experience Workshops

Customer Experience Optimization Workshops

What is Customer Experience?  Customer Experience encompasses all of a customer's experiences with a solution from realization of a need until the need no longer exists. Hence, it is broader than touch-points, deeper than user experience, and its duration and components are determined entirely by the customer.
 
Customer Experience Optimization is aimed at providing customers with superior experiences while minimizing operational waste and maximizing long-term value and profitability. To do this, the solution provider strives to (a) gain a unique and accurate understanding of the customer's world and (b) make living the brand promise a way of life in delivering efficient, valued solutions.

Unique & Accurate Understanding of the Customer’s World:  In addition to keeping close to customers and monitoring their sentiment, rise above industry norms by gaining unique understanding of the customer’s world through innovative research and employee engagement techniques. To manage the ripple effect of internal processes, all parties throughout your organization must understand and manage their own impact on the customer experience.

Deliver Efficient, Valued Solutions:  Living the brand promise means enterprise-wide engagement in meeting expectations as communicated to customers.  For efficiency and value, the organization’s processes, decision-making and behaviors should be well-aligned to customers’ interests.
 
Customer relationship skills are essential to bringing your customer experience strategy to life.  In addition to strengthening customer-facing capabilities, all employees can improve relationships with their internal customers, to improve morale, hand-offs, and business results.  Skills in customer advocacy can be a distinctive and long-lasting brand differentiator.  

Our training programs in customer experience optimization and relationship skills can help you:

•    Grow bottom line profit faster than top line revenue
•    Expand volume with existing customers
•    Transition fence-sitting customers to advocates of your brand
•    Strengthen customer relationships, both internal and external
•    Gain mindshare and involvement beyond product and price
•    Adapt selling to the customer's specific scenario
•    Resolve concerns and achieve sales goals
•    Gain new accounts through positive word-of-mouth
•    Sustain pricing strategies
•    Guide strategy and tactics per customer profit potential
•    Design customer satisfaction approach by segment value
•    Prevent hassles that spur customer churn
•    Engage employees company-wide in owning their impact on customer experience
•    Differentiate sustainably through superior customer experience
•    Motivate behaviors supporting customer profitability goals