Customer Experience

As your customer profile changes, their needs, wants and expectations shift and evolve. This Club explores the reactive nature of customer service and the tools, skills and processes you need to define and deliver positive customer experiences.

Meetings will take place on:

9 April, 11 July, 7 November

Topics include:

• Complaints management and processes – what does good look like post-Green Paper?
• Measuring customer satisfaction
• Creating a customer-centric culture in your organisation
• Rethinking relationships - how we engage with customers in 2019
• How consumer behaviour impacts service standards
• Maintaining customer experience in a crisis - how to manage customer expectations and communications
• Customer journey mapping – method, results and follow-on actions
• Managing difficult conversations - how to deliver excellent customer experiences throughout all points of the customer journey

Cost:

HouseMark members - £815 + VAT

Non-members - £1015 + VAT

Membership includes access for one person per organisation.

For more information, or if you're interested in joining the Club, please contact helen.brownlee@housemark.co.uk.