Creating an excellent customer experience

What is the difference between great customer service and great customer experience?

• Do you remember a restaurant where, no matter where you go in the world, you always know what to expect?

• Do you know how many times more satisfied customers are willing to buy from a company than customers who choose a company solely because of the cheapest price?

• Did you know that there are at least 3 types of customer loyalty?

This course is designed to create awareness and gain knowledge to help you move towards more successful cooperation with your organization’s customers – creating their experience.​

Goals and benefits

• To promote customer-centric thinking in the organization;

• To learn from good practices – examples of Latvian and international companies;

• To gain an understanding of the necessary activities to promote customer experience and satisfaction;

• To promote cooperation between departments;

• To involve employees in organizational processes;

• To gain insight into the methods used to measure customer satisfaction and how it affects the company's profit.

Working method

A set of practical and theoretical insights – engaging content, group discussions.

Target audience

All organizational departments are directly or indirectly involved in the customer experience creation processes, however, we recommend this course to those who take a leading role in the organization's product and service creation, customer service provision and business development.

Program

1. What is customer experience (CE):​

• Why are companies talking about CE today;​

• What is the experience economy;​

• Why is CE important?​

2. What makes up CE:​

• What is the competitive environment?​

• What are today's customer needs and experiences?​

• How can companies adapt? ​

3. Types of customer loyalty.​

​4. How is customer experience measured:

• Real indicators of companies, customer comments - praising, criticizing, with the nature of recommendations; ​

• Feedback recording practices;​

• Platforms for measuring customer satisfaction;​

• Recommendations on how to work with customer comments.