Next Steps Series - Client Needs: Beyond Best Practices in Client and Customer Service

Overview

Customer Service is moving to Customer Experience, and modern firms must keep up with their clients, or fail at sustainability. Competition is no longer just down the street. Clients are demanding more value, and wanting a shift from reactive reporting to real time services. In the future, the customer experience will be measured by value, contribution, impact and sustainability.

Highlights

Methods for defining the client and what their needs are

Setting business strategy to build loyalty

The difference between Customer Service and Customer Experience

Tactics for building a deeper relationship with clients, including personal branding

Prerequisites

Prior experience working with customers to achieve a higher level of customer satisfaction

Designed For

Professionals in a leadership, supervisory or managerial position

Objectives

Differentiate between customer service and customer experience
Recall the three levels of customer relationships
Recognize core organizational and cultural decisions that build a sustainable culture of good customer experience
Recall key points of the Herzberg's Motivational Theory
List techniques for delivering great customer experiences