The Art of Turning Customers into Brand Ambassadors: Workshop
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The decision by customers or prospects to explore, buy or walk away almost entirely depends on the experience that they have with your brand. When you manage to delight a customer, you have not only made a sale (though in some cases you don’t make a sale) but you have also created a brand ambassador: a new friend for your brand who in all likelihood will keep coming back and spread the good word about your product/service.
Customer Service is just one element of Customer Experience. By chalking out the entire customer journey through all touchpoints, your brand’s customer experience can be scientifically designed to deliver delight across the journey. Businesses that are able to skillfully craft the end-to-end customer experience reap rich rewards in terms of repeat business, positive word-of-mouth and high employee morale. Leading brands across the world are increasingly turning towards taking a holistic view of Customer Experience, going beyond just Customer Service.
While anybody who wants to deliver a better customer experience would benefit from this workshop, it is ideal for owners and senior management professionals of businesses that depend largely on customers visiting their premises (like retail outlets, showrooms, department stores, dealerships, restaurants & eateries, salons, spas, health clubs, cafés, real estate projects, travel agencies, etc.). The size of the business doesn’t really matter.
This workshop will introduce the principles of Customer Experience Management (CEM or CXM). The workshop will enable participants to take a fresh look at their business from the customers’ point of view, to trace out entire customer journeys (particularly the one for their business) and to come up with recommendations for making the customer journey delightful. By the end of the workshop, participants should be able take the first steps towards turning customers into their brand ambassadors.
Mr. Abhijit Gupta is a Customer Experience specialist who has designed customer journey maps for some of the leading brands, and is among the country’s few trainers in this domain. Having spent a large part of his career in advertising agencies like Ogilvy One, JWT, Solutions & FCB Ulka, he has observed and charted numerous brand journeys from close quarters (AXIS Bank, Emirates, Westside Retail, Emerson, Reliance Capital, Tata Motors, Mahindra Automotive, just to name a few). He strongly believes that in today’s age, ‘Experience’ is the brand, and hence focuses his efforts on bringing the practice of Customer Experience Management closer to businesses. He is also a visiting professor at the Mumbai University, demystifying Marketing principles for students of Postgraduate Business Management Programme. In his training sessions, lectures and consulting assignments, Mr. Gupta draws from his rich experience of over two decades spanning sectors like Training, Telecom & Retail, besides Advertising.
Entry is only by prior registration. The last date for registration is 21st July, 2015. You can register online here at Meraevents. If you have any query about the workshop, you can write to us at firstname.lastname@example.org or call us on 08655512603.
About Dancing Lighthouse
This workshop is brought to you by Dancing Lighthouse. Primarily through workshops & training sessions, Dancing Lighthouse strives to impart knowledge that stays with you for good. To know more about us, log on to www.dancinglighthouse.com.