Mapping Customer Journeys & Dealing With Customer Complaints

Description

Customer experience, sometimes abbreviated to CX, is the totality of cognitive, affective, sensory and behavioural consumer responses during all stages of the consumption process including pre-purchase, consumption and post-purchase stages. What is difference between customer service and customer experience? Customer service is just one part of the entire customer journey, while customer experience encompasses all the interactions between your brand and a customer.

The customer experience is 70% of the buying decision, so providing a great customer experience is a critical factor for succeeding in business.

This concise two part course explains:

• What customer experience means

• The 6 key elements of a great customer experience

• Common mistakes businesses make

• How to apply each element in business for fast, profitable, sustainable growth

• How to deal with customer complaints

• How to turn customer complainers into customer advocates

By the end of the course you will:

• Understand what areas of business impact the customer experience

• Know the 6 key elements of a great customer experience

• Understand how you can turn a customer complaint into a win for your business

Who is Nigel Greenwood?

Nigel has spent 30 years creating great customer experiences, is a successful author, presenter and lecturer, but is mostly someone who likes to keep things simple. He says it as it is, knows what customers want and loves making a difference.

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