Using Customer Experience to Grow Your Customer Base

Description

In this course, you’ll see - both through recent third-party research and specific, real-life business examples - how delivering a superior customer experience can help you increase your revenue and grow your customers and business.

This would be a great course for you if:

• You are a current business owner – whether you have an ecommerce, brick and mortar, or service business– who is actively seeking ways to improve your customers’ experience

• You are an aspiring business owner and want to proactively identify ways to elevate your customers’ experience

• You do not believe that providing a superior customer experience can directly benefit your business in terms of higher revenue and greater business growth.

• You aren’t sure of the difference between customer service and customer experience

• You find that you are continually lowering prices or offering coupons to attract and retain customers, and are looking for ways to differentiate your business beyond competing on price

• You’re spending a lot of time and money troubleshooting with reactive customer service

Course sections include:

• Understanding Customer Experience

• The Difference Between Customer Experience and Customer Service

• The Customer Journey

• Customer Behavior, Including Brand Loyalty and Switching

• 3rd Party Research on the Relationship Between Customer Experience and Profits

• Making an Impact Through Customer Experience

• Soliciting Feedback

• Best Practices in Responding to Customer Reviews

• Further Improving Your Value to Customers

  
  

What You Will Learn!

• Understand the customer journey as people discover and engage with your business
• Immediately impact key aspects of the customer journey to improve customer experience
• Understand the difference between customer service and customer experience
• Understand switching costs and the role that customers' brand loyalty plays in customer choice
• Understand the impact your responses to reviews have on customer experience and be able to effectively respond to any review
• Understand how improving customer experience leads to increased revenue

Who Should Attend!

• Current business owners (ecommerce, brick and mortar, service) actively seeking ways to improve their customers' experience
• Prospective business owners who want to know how they should prepare to offer a superior customer experience
• Anyone interested in learning what "customer experience" is and how it can be impacted

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