As your customer profile changes, their needs, wants and expectations shift and evolve. This club explores the reactive nature of customer service, the tools, skills and processes you need to define and deliver positive customer experiences.
Meetings will take place on:
15 March, 4 July and 4 December
Topics include:
- Complaints management and processes – what does good look like.
- Skills for creating a positive customer experience –handling difficult conversations and staff morale.
- Defining customer experience in your organisation – linking brand, strategy and operational delivery.
- Digitalising the customer experience – systems and investment, risk and return.
- Measuring customer experience – performance, metrics and successes.
- Achieving efficiency and effectiveness in delivering a positive customer experience.
- Customer journey mapping – method, results and follow-on actions.
- Maintaining customer experience in a crisis – managing customer expectations and communication.
Cost:
- Three meetings- HouseMark members - £795 + VAT Non-members - £995 +VAT
- Two meetings- HouseMark members - £550 + VAT Non-members - £680 +VAT
- One meeting- HouseMark members - £275 + VAT Non-members - £350 +VAT.
If you have already booked a place you can bring a colleague to a meeting for an additional £200. For more information, please contact us.
Membership includes access for one person per organisation.
Supported by:
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Award winning customer experience consultancy specialising in strategy, research, training and communications. |
