Customer Experience: Build Customer Loyalty
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- Curriculum
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Are you looking to go above and beyond for your customers? Are you looking for that secret recipe that will take your customers from being ‘pleased’ to ‘delighted’? Do you understand the importance of customer service, but are looking for that extra actionable insight to get your business the exposure it deserves?
This course will be the answer to all your problems – knowing how to improve customer experience can appear simple, but putting your knowledge into practice is another challenge altogether.
By looking at bespoke ‘3-D businesses’ and the way they treat their customers, you will soon understand exactly what it takes to whip up a state of ‘customer delight’. Not only does this provide natural exposure for your company, it enhances the likelihood of customer recurrence, driving your profits up and boosting consumer loyalty. After all, doing that little bit extra requires minimal effort, but it goes such a long way.
The course content won’t only focus on advice and tips. It will give you deep insights into the customer’s psyche, giving you a clear understanding of what makes them ‘tick’. Applying this knowledge opens you up to a world of opportunities. You’ll be able to spot customer disappointment before it becomes a problem, and use your understanding of their thought patterns to navigate the direction your company is going in. The customer comes first, so customer experience management should be at the top of your list of priorities.
Improving customer experience requires a two-pronged approach. It’s not just a case of knowing what makes them happy and working towards delivering on that – customer experience improvement comes from understanding your weaknesses, and looking to resolve them before they hold you back. That way, you can then invest all your efforts into a strategy that moves your consumers from ‘delighted’ to ‘devoted’. Soon, they aren’t just happy with your product or service – it’s something they just cannot live without!
Do you want your customers to be devoted to your business? Then we look forward to welcoming you to the course.
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1
IntroductionA warm introduction from Andy, who explains what the programme is all about. He highlights the challenges facing businesses today when it comes to customers and increasing expectations.
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2
What Exactly Is Customer Delight & Why Bother?
Andy introduces the principles of customer delight and why it's so important in today's competitive world. He highlights what this looks like and what it means for your business - and your customers. Download the 'Create Customer Delight With 3D Service E-book' supporting document.
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3
What We're Up Against
This module gives you a chance to understand why customer delight is so important and to take time to evaluate the challenges you are up against when it comes to dealing with today's modern customers.
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4
What's Involved, How Do You Measure Up & Prioritising Your Actions
Introducing the 4 stages of creating outstanding customer expectations. 1. Being Easy To Buy From; 2. Exceeding Expectations; 3. Dealing With Disappointment; and 4. Doing It All Consistently. You will use an assessment tool to help you see how you and your business measure up, then what steps you need to take to deliver those outstanding customer experiences. Download the 'Create Outstanding Customer Experiences With 3D Service Assessment Tool' supporting document.
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7
From 'Delighted' To 'Devoted': It's All About Consistency
'3D Businesses' empower and enable their people to deliver outstanding customer experiences consistently and this module explores how they do this. Importantly, it provides you with processes to make it work for your business.
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Spotting 'Disappointment': Maximising Customer Feedback
Even in the most customer-focused businesses, things can go wrong. How you 'deal with disappointment' says a lot about your business and it can have a huge impact on what your customer does next. This lecture highlights the benefits of having effective feedback systems, both formal and informal, and using them to spot and deal with disappointment. As well as introducing the principles and 'mechanics' of Net Promoter Score, Andy will share with you the 'one question' that will help you measure and monitor customer satisfaction. Download the '2 Questions To Ask Your Customers' supporting document.
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9
Foster 'Devotion' Through Consistency
Andy brings the section together and helps you take a proactive approach to explore the key stages of your customers' journey. He takes you through a proven process for enhancing every customer touchpoint to create a consistently 'outstanding' customer experience and explains how to build it into the way you do business. Download the 'Customer Journey Mapping Tool' supporting document.
