Customer service is moving to Customer Experience, and modern firms must keep up with their clients, or fail at sustainability. Competition is no longer just down the street, clients are demanding more value, and a shift from reactive reporting to real time services. In the future, the customer experience will be measured by value, contribution, impact and sustainability.
Course ID: ANCCSCE
Anticipating the New Client – Customer Service Pivots to Customer Experience
Learning Objectives
- Discover methods for defining the client and what their needs are
- Set business strategy to build loyalty
- Clarify the difference between Customer Service and Customer Experience
- Employ tactics for building a deeper relationship with clients, including personal branding
Major Topics
- How motivation theory applies to the Customer Experience
- How to categorize the audience – Information or Relationships
- Aligning Client values with communication styles
- How great customer service depends on high performing employees and an engaged culture
Who Should Attend
Management, supervision, and any staff with client interaction
Fields of Study
Communications and MarketingPrerequisites
Prior experience working with customers to achieve a higher level of customer satisfaction