Workshop: your reality check on customer experience
Research from Gartner shows 89% of companies claim to compete on customer experience yet national surveys, such as the UK Customer Satisfaction Index report mixed results. This workshop, facilitated by Richard Beevers, founder of award-winning consultancy Customer Plus, will explore the prerequisites for success and address how to improve. This is the third Marketing Club event from CIM in conjunction with the London College of Fashion.
Delivering outstanding customer experience
14 May 2018, 18:00 to 20:30
London College of Fashion
272 High Holborn
Holborn, Chancery Lane
“Consistently achieving levels of customer satisfaction higher than the sector average is linked to better turnover growth, profit and employee productivity.”
Finding from the Institute of Customer Service’s UK Customer Satisfaction Index (UKCSI)
Discover what matters and how to improve
The workshop will address:
- What is customer experience and why is it important?
- Who are our customers and what do they want?
- What are the critical success factors for great customer experience?
- What level of customer experience do we want to deliver?
- How good is our customer experience and how do we know?
- How can we improve our customer experience?
About your speaker
Richard is one of the UK’s leading marketing and customer service consultants. Previously he was Executive Director of Capita Property & Infrastructure a major property and construction consultancy, with 3,500 people and annual revenues of £350M.
Richard’s clients include market leaders such as Ford, Scania and Ericsson and public sector organisations including, the NHS, The Pensions Regulator, and Welsh Water. Richard is a Fellow of the Chartered Institute of Marketing and author of the Investors in People Handbook.
Book your place
Member: £10; Studying member: £10; Student: £10; Non-member: £20
CPD category: Customer experience
CPD duration: 1.5 hours
Interested in more on customer experience?
Customer satisfaction benchmark
Discover more about the UK Customer Satisfaction Index
Customer Experience Management training
Consider this two-day CIM course is designed for those wishing to develop their understanding of best practice disciplines, tools, techniques and methods in the field of Customer Experience being deployed across the world. The next course will be held on the 19-20 July 2018. See details for the Customer Experience Management course.
Customer experience books
You can browse customer experience titles in the CIM bookshop at John Smith academic publishers.