Customer Service: How to sell more without advertising

Many businesses fail to create a fantastic customer experience because they are more focused on the needs of the business than on the needs of the customer. This lecture looks at how customer loyalty begins with a customer-centric strategy.

This lecture looks at how big businesses are changing their strategy to become more customer focused and provides some real examples of the impact that it's having.

This lecture looks at the psychology behind customer loyalty and advocacy. Students will gain an understanding of why people share their experiences with friends and family members and learn how to use this knowledge to the advantage of their business.

Customers want value, but what is it? In this lecture, students will find out about the Value Mix and discover the 3 types of value which create the customer experience.

This lecture looks at the role of feedback in creating a great customer experience.

Directly asking for feedback can be a challenge, so this section looks at how to approach customers face-to-face and ask for feedback in a way which strengthens the relationship you have with them.

A brief overview of the S.I.M.P.L.E. cycle of continuous improvement.

This lecture looks at how to measure the customer experience that your business provides and creating a framework for continuous improvement.

In this lecture we look at how to follow up on customer feedback and how to transform complaints and negative comments into an opportunity to deliver an outstanding customer experience.

This lecture covers how to use the feedback received to shape the business by examining all of the business practices, processes and systems and considering their impact on the customer experience, with a view to making improvements.

This lecture covers how to walk the talk and roll out the improvements with your people on board and enthusiastic.

A great customer experience requires customer engagement. In this lecture, students will learn about how they can follow in the steps of some of the world's favourite brands in engaging with customers.

This lecture covers the importance of having the best people in place to be able to deliver a great customer experience. Students will gain an understanding of how they should focus on creating the right kind of working environment so as to attract the best people. They'll learn about what to look for when selecting new employees as well as investing in the learning and development of employees.

With all the right strategies, systems, processes and people in place, all that's missing is the wow factor. This lecture provides 10 essential ingredients using real world examples of great custumer experiences.