Next Steps Series - Client Needs: Beyond Best Practices in Client and Customer Service

Description

Customer Service is moving to Customer Experience, and modern firms must keep up with their clients, or fail at sustainability. Competition is no longer just down the street. Clients are demanding more value, and wanting a shift from reactive reporting to real time services. In the future, the customer experience will be measured by value, contribution, impact and sustainability.

Objectives

• Differentiate between customer service and customer experience
• Recall the three levels of customer relationships
• Recognize core organizational and cultural decisions that build a sustainable culture of good customer experience
• Recall key points of the Herzberg's Motivational Theory
• List techniques for delivering great customer experiences

Designed For