Developing a ‘Customer Strategy’ to FIND, WIN and KEEP your Customers!

Presented by

Ian Golding, CCXP

About this talk

‘So tell me – what is our strategy to KEEP the customers we WIN?’ Now that is a question. Intuitively, it sounds so obvious, but when you lift up the ‘bonnet’ or ‘hood’ of the workings of most companies, understanding how to KEEP customers is not always very clear. As both a customer and an employee, I have been exposed to businesses who have quite clearly never thought about it. I have always found it a sense of frustration when a business offers better deals and incentives to WINNING new customers than they do to KEEPING their loyal, long standing customers. Call it what you will, but it smacks of ‘taking customers for granted to me’ – or a clear sign of having no defined strategy to KEEP customers. In this webinar you will learn about the following: 1. What Customer Experience (CX) actually is and the difference is between Customer Service, CX and Customer Centricity 2. Why businesses have lost sight of their true purpose and are failing their customers and employees 3. Why business strategy is a balance of what the business wants AND what the customer wants 4. How to create a clear customer focused strategy 5. The importance of measuring the success of your strategy through the Customer Journey

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