1990-2010 has been described as the Age of Information. Computers with internet connection have given a lot of benefit to those who control information. It has been said that companies like Microsoft, Google, Dell, or Capital One have succeeded during this period.
2010 onwards is now the Age of the Customer. Empowered buyers now demand a lot of focus on customer experience. How many companies are successful in this age? Some but not many.
Many of us seem to think that customer service is everything. However, our definition of customer service has always been the perspective of "inside-out." We always ask the question "What can we do to make our service better for the customer?" While the intention is good, that question can be clouded. In this Age of the Customer, we need to take the outlook of "outside-in." The question now becomes "What does the customer experience during the entire relationship and how can we make the experience stellar?"
You've probably heard of the words "Customer Service" so many times and you've probably attended numerous trainings on it as well yet your level of customer satisfaction is still low. Wondering why? Many people out there seem to think of customer service only as a concept but have difficulties seeing it through execution. In this one-day learning session, participants will learn and understand the new trends in customer service. The saying "The customer is always right." has already become passé. Today, successful organizations embrace the philosophy "The customer does not have to be right." In fact, we don’t even say customer service anymore, we say “Customer Experience.”
Bay Hewitt can help you understand what exactly that means. If you or your organization is looking for a better way to increase your customer experience scores, we have the training for you. Forget about old concepts of customer satisfaction, customer retention or customer loyalty; in our learning program, you are going to learn about a Customer Experience Ecosystem that will encompass all theories and concepts on customer service.
For those wishing to learn or improve their knowledge of current Customer Experience Systems, this is the program for you. If you are a team leader, supervisor, manager, senior manager, or director from operations, sales, training, quality, or any other department that has, in some way or another, direct or indirect impact on customer experience, then you have come to the right place. You must attend our training!
In our training, you will learn the following:
- Appreciate the value of customer experience by differentiating customer service from customer experience;
- Use the Customer Experience Ecosystem map to assess the strengths and weakness of a service design and find out ways to improve the same;
- Build a living, breathing, and thriving Customer Experience culture and business system using the six disciplines of customer experience;
- Use the Four Adoption Levels of Customer Experience Practices to improve, transform, and sustain current customer service systems;
- Set customer experience “transformation priorities” in one’s own company or organization