Most businesses concentrate all their marking effort on attracting new customers, but smart businesses focus on providing a customer experience so fantastic that they're able not only to retain their existing customers but they also attract new ones through word of mouth.
In this course you'll learn how to develop a customer-centric strategy and put in place the people, processes and systems to create the wow factor and transform your customer experience, following in the footsteps of the world's favourite brands.
With over an hour's worth of carefully structured videos using real world examples, plus interactive quizzes I'll give you the tools to understand what makes customers tick, to shape your business around the customer experience and create a cycle of activity which leads to constant improvement, gets your employees on board and has your customers doing your advertising for free.
This course offers owners and managers of small to medium sized enterprises the opportunity to grow their profits organically, without spending a fortune on marketing.
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.
Miles Furnell has won more than 70 international awards and is widely recognised as one of the world's leading business communications scriptwriters.
He has been writing and producing training and communications films for over 20 years for some of the world's largest companies including Allianz, Barclays, Boots, BP, B&Q, BT, Cadbury Schweppes, Deloitte, ExxonMobil, Ernst & Young, Goldman Sachs, Google, HSBC, The Home Office, Hydro, JCB, Johnson & Johnson, KPMG, Lexus, Lloyds Banking Group, London Underground, Marks & Spencer, McDonalds, McKinsey & Co, Mercedes Benz, The Ministry of Defence, National Grid, Novartis, Pfizer, RBS, Royal Mail, Saudi Aramco, Shell, Siemens, Tesco and Vodafone.
The nature of his work has afforded him the privilege of going behind the scenes of these major organisations and help them to bring their strategies to life. This has given him a great deal of insight into an enormous variety of business topics including selling skills, customer service, people management, diversity, sustainability, compliance, data management, health and safety and many more.
Many of the successful principles used by these major organisations are broad enough to be applied to any business, large or small, which enables Miles to share them with you, so that they can help you and your business.