A masterclass on delivering a customer experience that drives brand loyalty

August 29th, 2017

A masterclass on delivering a customer experience that drives brand loyalty

Are you delivering on your Brand Promise and fulfilling your clients expectations?

The luxury sector is growing and becoming very competitive. Do you have a strategy for attracting and retaining customers? Do you and your teams understand the link between the experience that your customers have and customer loyalty?

What will be covered: 

  • Understanding your Brand and it’s promise
  • What is customer experience and how is it different from customer service?
  • How to build a business case for investing in your customer experience
  • What you need to consider when creating a customer experience strategy
  • How fit and ready are you to develop your customer experience?
  • Employee engagement and the impact on customer experience
  • How do you develop a customer centric organisation?
  • The style and focus of great service leaders
  • Why is it important to understand your customers?
  • Customer profiling
  • To what extent are you delivering services that your customers truly value?
  • How to identify opportunities to improve the customer experience
  • Where should you focus to add value?


A tool-kit containing:

  • Some examples of where you should be looking for a return on investment
  • A map of what you should consider when developing your customer experience
  • Some great questions to ask in your business to understand where you are and where your challenges might be
  • Some ideas to help you understand your customers better
  • A template for developing experience maps for customers and employees
  • Notes for facilitating co-creation experiences
  • An outline of what you should consider if planning workshops to inspire your teams
  • What you might want to consider in your embedding tool-kits

Course Tutor:
Julie Robinson
Ramona da Gama

10 am – 6pm

Who should attend:
Senior leaders interested in learning how to develop a customer experience that drives brand loyalty