According to experts, close to 70% of customers discontinue doing business with a company not because of price or quality, but because of negative experiences in dealing with the human side of doing business. Today’s customer is more educated, better prepared, and has more alternatives than ever before. Research has proven time and again that merely satisfying customers is not enough. In order to turn customers into fans who will not only remain loyal to our product or service, but will spread the good word, we need to exceed expectations, provide exceptional customer service and keep them engaged with us.

This begins with taking 100% ownership of our customers’ experience. Building customer loyalty is a function of the attitude we convey as an organization. Exceptional customer service is about differentiating your organization from the competition, and creating customer loyalty.

The Customer Experience practice area is designed to help participants develop the key skills, behaviors and techniques needed to build a excellent customer experience.