Course Description


1 Day Workshop

The satisfied customer is about five times more likely to refer others to your business than a dissatisfied customer. This sounds great until we find out that the customer who got more than they expected is five times more likely again to recommend your business than the satisfied customer who got what they expected.

  • How is your Customer Experience and Bottom Line connected?
  • Why and how is the Customer Experience Measured?
  • How do we improve our Customer Experience?
  • How do we design the Customer Experience?
  • How do we engage the employee in the design of the Customer Experience?
  • What are the business management concepts involved in managing the Customer Experience?
  • How do I lead my staff in creating a great Customer Experience?



Thank you for your interest in this workshop. This workshop will be delivered to fit the specific needs of your group. Please contact us so we can discuss options for delivering this course at a time and place that is most convenient for your team.

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