- Recall how you can best understand your customer’s experience.
- Identify the singular reason all customers share when they have an unfair experience.
- List three ways brands provide reassurance during the selection phase.
- Name two examples of brands being proactive after a sale.
Skill Level Intermediate
- Let me guess. You've been disappointed as a customer. We all know what it feels like to be neglected or mistreated by a business, and I think we can all agree, it shouldn't be that way. So why does it happen so often? Well, it's because everybody thinks they're already providing a great customer experience. But too often, companies aren't thinking about that experience from the customer's point of view. A famous report from Bain and Company revealed that 80% of executives believed they were delivering a superior customer experience, but only 8% of customers agreed.
That service delivery gap still exists today. Does it exist for your customers? I'm Jeannie Walters, and for almost two decades, I've been consulting, speaking, writing and training organizations about how to make things better for their customers. I'm a big believer in those small moments that can make or break how a customer feels about your brand. In this course, I'm going to introduce the typical customer journey. Over each phase of that journey, from before customers know they need you to when they might leave you, we'll find ways to make things better for your customers.
You'll hear stories to inspire you to deliver more for your customers, and, you'll get actionable tips and advice to help you create your own winning customer experience. We're going on this journey together. So let's get started.