Creating a Positive Customer Experience

Understanding customer experience is crucial. It helps businesses make customers feel valued, ensures efficient service, encourages feedback, and reduces friction. This leads to customer retention, attracts new customers, and builds a profitable, long-lasting relationship. It’s a win-win for both the business and its customers.

You won’t have many chances to get it right. One in three consumers (32%) say they will walk away from a brand they love after just one bad experience. Through this program, we are developing a transformational shift towards positive customer experience & continuously delivering it to get sustained results over longer intervals. 58% of consumers believe Customer Experience is a deciding factor when making buying decisions and choosing one brand over another.

To connect with visitors online, businesses need to use the right building blocks that align with their goals and meet visitors’ expectations. According to a 2022 report from Research and Markets, the global customer experience management market size is expected to reach $38.98 billion by 2030.

The overall training program is divided into 04 pillars starting with understanding customer experience which includes customer experience alongside customer journey mapping. 2^nd Pillar focuses on Listening to the customers where we will cover importance of VoC and NPS, how they can be gauged appropriately by Include open-text feedback in surveys. Third pillar focuses on improving your current value proposition through orchestrating the Ecosystem by making appropriate adjustment, focus on personalization, reducing friction and adopting a top-down Approach. Last pillar covers improvement in customer services, Importance of having omni-channels mindset, empowering employees alongside usage of technology as a catalyst of change. We will be covering each learning intervention with activities; role plays and case studies for better comprehension and onwards utilization.

Target audience for this program include customer service professionals, customer service leadership teams, customer experience professionals, customer operation teams alongside key internal stakeholders like business finance, Sales Professionals, Sales Team Leads, Supply chain Professionals.