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?

Benefits
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