Aligning Customer Experience With Expectations

This webinar introduces you to Informa Connect Academy’s "Certificate in Measuring, Monitoring & Improving Customer Experience" course that is delivered as a public course or as an inhouse programme. During the webinar you will hear how, on this course, we establish the principle that the only way to achieve real, total customer satisfaction (that leads to customer loyalty) it to first completely understand your customer expectations, at every level, both primary and secondary expectations, and make sure you match your customer experience with their expectations.
This webinar offers a deep-dive into: -
The Importance of Service Excellence: how to develop strategies to achieve a reputation for exceptional service and how to protect your brand from reputational damage?
Mastering Complaints Management: effective methods for handling customer problems and concerns, including strategic-level complaint management.
Leveraging Service Excellence Models: how the RATER model and Gap Analysis can inform your service excellence strategy.
Application of Real-world Case Studies: insights into improving service delivery processes through a practical example.