Leadership and management

Powerful strategies to develop stronger customer relationships

Customer retention and engagement essentially determines whether a company lives or dies.

1 hour

Summary

Customer retention and engagement essentially determines whether a company lives or dies.

A positive customer experience is the key to business survival and impacts every department. However, businesses in general are overconfident about the service they provide, according to recent research by Bain & Company. The further away employees are from the customer, the more this confidence increases. Which is a problem. It shows that organisations on the whole can be out of touch with customer needs and satisfaction.

On this webinar, you will learn why improving your ‘customer experience’ should be a cornerstone of your commercial agenda, what a customer corridor is and why you should have one and how to ensure that you remain focused on giving your customers the kind of experience they’re used to elsewhere.

Who should attend?

Anyone in an R&D, Sales, Marketing, Finance and PR role. Those interested in developing a broader commercial awareness and understanding the impact of actions on the bottom line. Senior managers, product developers and project engineers.

How will I benefit?

Better evaluate the customer journey and spot critical gaps in satisfaction levels
Use a variety of strategies to monitor customer happiness
Understand the impact of customer experience in relation to your role
Think more creatively about retention and the value of service

Contributes 1 CPD hour

Key topics

Research, statistics and why the customer experience matters
The impact of social media
Strategies to discover and improve engagement and retention
Your role and the impact on bottom line
Creating a culture of service.

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At a glance

Duration:

1 hour
CPD Hours:

1

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