Customer Experience

Imagine if...
the experience of doing business with you was superior to your competitors.

The catalyst for developing how to build positive customer relationships and experiences was a request from a senior manager at a Fortune 500 company. This manager felt his organization did not provide the best atmosphere or overall experience for their customers.

In research conducted by John Ivens and Colin Shaw, founding partners of Beyond Philosophy, 85% of senior business leaders agree that differentiating solely on the the traditional physical elements such as price, delivery, availability and lead times is no longer a sustainable business strategy but merely the minimum expectations that everyone focuses on. A new differentiator needs to be found. The customer experience is that differentiator.

Customer Experiences

Ask yourself: how many meetings do you conduct to discuss the price of a product, its quality, and lead times for delivery? Numerous. How many meetings have you attended where you have discussed the types of emotions you are going to deliberately evoke in your customers? Any at all? A great customer experience is about stimulating feelings. Just ask Starbucks and Harley Davidson if the customer experience is a source of long-term competitive advantage. These companies continuously make it a priority to induce a strong sense of passion in their customers, in order to maintain a high-quality customer experience.

Our Building Great Customer Experiences workshop is for everyone who touches the customers and wishes to impact their experiences.

Program Overview:

  1. What is a customer experience?
  2. What is the best customer experience you have had, to-date?
  3. Two elements of a customer’s experience.
  4. What can you do individually to impact the customer experience?
  5. Different behavioral styles and how to communicate effectively to each.
  6. How to present bad news effectively.
  7. New techniques to improve listening skills.
  8. The difference between a satisfied customer and a loyal customer.

Contact Us

Call us at 301-846-0611
or by using the form below

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    • "Marc has a unique style that is both direct and informative. His ability to read the needs of people and programs associated with selling is uncanny."

      - David Ferraro, Vice President, Carris Reels

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