Experiences Management

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DESIGNING AND IMPLEMENTING CUSTOMER LOYALTY PROGRAMS

About the Workshop
The effective use of development and retention strategies by any organization could potentially have double impact on your profitability with very limited effort. Designing and implementing effective loyalty programs is one of the activities used by organizations to increase customer share of wallet and life span.
While having a loyalty program may be useful […]

By |June 14th, 2017|

VOC Management

Course Overview:

This hands-on workshop addresses the importance of capturing the voice of the customer (VOC) to drive product development, presents how to undertake various VOC methodologies, discusses when they should be used, and leads participants through the process of planning how to capture the VOC.

The workshop includes exercises to develop practical experience with various VOC […]

By |February 29th, 2016|

Complains Management

Course Overview:  

In today’s world it is not enough to make complaining customers satisfied. The complaint should feed back into a process that can identify its root cause which can conclude in 3 outcomes, elimination, improvement and innovation.

This program is designed to change the attitude and mindset of participants about complaint management and the impact it […]

By |February 29th, 2016|

Customer Experience Management

Course Overview:

What makes us decide on where we choose to buy our morning coffee?
Answer: Customer experience.

We pay more because we invest in the experience as opposed to the product or the service. Therefore, in this experience economy, offering your clients a rewarding experience can raise your profit margins and help you differentiate yourself from your competitors.

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By |February 29th, 2016|