DESIGN! DELIVER! DELIGHT! – winning strategies to develop a great
customer experience & a culture of service excellence. A Business
Building Workshop with Graham Harvey BCom FAIM CSP Modern day business
has evolved beyond commodity, beyond product, and now beyond service;
like it or not, we now all live and operate in the experience economy.
Business today is all about experience, the all-encompassing
multi-sensory experience that customers encounter when they do
business with you ... a customer experience that they use to judge
whether or not your business continues to deserve their custom; to
remain loyal, or to take leave and do their business elsewhere. So ...
· What’s the real purpose of business? · What’s the difference
between customer service & customer experience? ·How do you develop a
unique standout customer service experience? · How do you attract and
retain loyal customers in today’s highly competitive marketplace?
·How do you establish strong, mutually rewarding customer
relationships to ensure future business prosperity? · How do you
create an organization-wide culture of service excellence? · Why is
customer experience your number one competitive advantage? · Why has
customer experience become your single greatest predictor of business
success? These questions and more will all be answered during the
course of this highly acclaimed half-day Business Building Workshop
facilitated by Graham Harvey - Professional Speaker, Service DESIGNER,
Business Coach and best selling author of ‘ Seducing the Vigilante
Customer - 101 winning strategies to attract and retain happy
customers and healthy profits .’ (More information available at
www.grahamharvey.com) Here’s what you will learn: · The difference
between customer service and customer experience ·How, by
understanding the six senses of service, (visual, auditory, olfactory,
gustatory, somatosensory and emotional) you can DESIGN & DELIVER A
TRULY OUTSTANDING SERVICE EXPERIENCE GIVING YOUR CUSTOMERS A ‘reason
to return’, and a ‘reason to refer’ ·Why, in today’s crowded
‘same stuff, same price’ marketplace, ‘good’ customer service
has become the number one enemy of ‘great’ customer service · How
to develop an authentic service experience differential to ensure that
‘choice rich, time poor’ consumers, when faced with a multitude of
options, choose to do business with you, and not your competition
·What it takes to develop strong, mutually rewarding customer
relationships to ensure future business prosperity and longevity
·Understanding the difference, and how to make the shift from
commodity and price, to experience and value Here’s what you will
receive: ·4 hours jam-packed full of the latest information and
research on service DESIGN, customer experience and relationship
marketing with a ton of take-home value and easy to implement
strategies. ·A detailed workshop manual. ·A copy of Graham’s
powerful Customer Experience Performance Evaluation Checklist. T: 0403
262 988 W: grahamharvey.com E: graham@grahamharvey.com
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05/12/2019 Last update