Moving from Customer Service to Customer Experience

Learning how to connect with customers and tap into their emotions to evoke their loyalty

Training rationale

All TomorrowToday’s training is conducted within the context of the new world of work. We look at your company’s specific needs and existing skills and marry them to our material, which focuses on global trends that are likely to influence tomorrow.

Training methodology

Our training is fun and interactive. We like to keep our number to less than 20 people per group, which allows for plenty of questioning, discussion and ‘doing’ time. Our belief is that most people are visual and kinesthetic learners, which is why we use a light-hearted, fun, and edutainment-style approach, with lots of multi-media and interactive applicative activities.

Course Objectives

In a world where there is so much choice, and everybody is offering a similar product or service to you at a similar price, what is going to differentiate you? Why would I choose your brand and certainly, why would I help spread the word about you after the sale? How do I even know you exist, when there are so many media and communication channels bombarding me with information? The course focuses on how to be adaptable and flexible within one’s self in order to fully understand your clients and provide what they need. Why? Because we have to find ways to evoke loyalty from clients and get them talking about you and your offering so that they sell your company for you.  Steven Jobs talks about ‘creating a cult following’.  Essentially we are emotional beings; and we buy emotionally. A customer experience is about how we tap into your market before a sale, during a sale and after the sale. We have to know how to sell and what we are selling like we always did, but now we have to learn how to connect with our market as well.

Course Outline

  • An introduction to the new world of work
  • Exploring reasons for why we need to do things and see things differently
  • The course focuses on the psychology of buying and the psychology behind retention in the new world of work
  • We review the different stages in a purchasing cycle (pre-purchase, purchase and post-purchase), specifically focusing how to manage customer expectation at each phase
  • We unpack your company’s organisational culture and how this relates to a) what your sales people do versus b) how your sales people make a customer feel
  • We introduce variables like lifestyle choice, value set, critical purchasing drivers etc., and build a matrix against generation, gender and cultural diversity so as to truly understand the customer
  • We unpack ways that your sales people can exceed customer expectation
  • When a customer’s expectations have been exceeded, you have created an experience. This results in customer loyalty and they will spread the word

Delegate Outcomes

  • Provides delegates with an understanding of providing a customer experience, which breeds loyalty and therefore retention
  • An excellent customer experience means referrals from customers, increasing profitability
  • Delegates understand the importance of ‘dipping into the detail’ in terms of understanding customers

Course Benefits

  • Retaining your current market share
  • Improving on your market share
  • Sales talent retention

Course Logistics

  • Two full days (08h30 – 17h00)
  • No more than 20 delegates per course
  • Price includes all training material and training aids
  • Price excludes any assessments required