Customer Experience
Every touch-point between the company and the customer is an opportunity to impress or distress. What is a Moment of Truth? Why is keeping a current customer more important that gaining a new one? How can I tell if a customer is having a good experience?
Details
How many businesses are so busy trying to win new customers that they forget about those that they've already won? Customer Experience is the principle sitting behind a company's ability to optimise their customer retention. The Customer Experience module from jericho covers the following aspects:
- Moments of Truth
- Mapping The Customer Journey
- Public Relations
- Brand Management
- Proposition Management
- Managing Customer Expectations
- Building Customer Value
- Establishing a Customer Focused Culture
- Process Management
- Customer Engagement
- Customer Retention
- MeasurementÂ
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