• The modern customer
  • Customer experience is the modern competitive battleground
  • Retention and loyalty should be just as important as acquisition yet it isn’t for many and that is an opportunity
  • People will pay for better service
  • Characteristics of companies with leading CX
  • The stages of the customer’s journey
  • Trust at a distance
  • Exercise: Describe a great service experience
  • Exercise: Describe a bad service experience

Click here to download the Exercise sheet

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