Customer experience

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Customer experience
What is customer experience? Do you know how does it differ from customer service? Why is it so important to create wow-effects to stay competitive?

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Opptak tilgjengelig

Varighet: 00:41:59
Dato: 30.10.2017

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What is customer experience? Do you know how does it differ from customer service? Why is it so important to create wow-effects to stay competitive? In the training, we will be going through these questions and give tools to recognise your own personal role in creating value through customer experience. The training is suitable for supervisors, managers and employees.

Agenda:
• For supervisors, managers and employees
• What is customer experience
• Customer experience vs. customer service
• Why does it matter, the added value and wow-effect
• My own role in producing customer experience and how to excel in it

Trainer information:

Trainer: Micaela Solana | Business coach, Valmennus Micaela

Micaela is a proficient coach and educator, who has also gained years of valuable experience working in executive management positions in service industry companies.
She is a passionate, innovative and collaborative coach, who wants to challenge and inspire people to create and conduct better leadership, working environments and customer experiences, that inevitably result in more profitable business.

Oppdateringstimer

Annet0,5 t

Opptak (Demo)


Dette er en kort demo av opptaket. Lengde er 5 minutter.
Registrer deg for gratis testperiodeBestill abonnement

Innhold

1: Customer service and experience
00:00:56 What is customer experience?
00:02:48 Why does customer experience matter?
00:08:06 What is customer service?
2: Customer satisfaction and dissatisfaction
00:10:35 Customer satisfaction
00:16:47 Customer dissatisfaction
00:21:20 Customer expectations in B2C and B2B
00:23:07 Customer expectations: CX should be...
00:28:57 What impacts customer experience most in B2B
3: The added value and wow-effect
00:31:17 How to create added value and wow-effect
00:33:57 Case: Carlton-Ritz hotel -case
00:37:57 Question
4: Excel in producing customer experience
00:38:57 5 steps to excel in producing customer experience
00:40:41 How to turn customers into ambassadors?