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The Science and Practice of Crafting Everlasting Customer Loyalty

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This workshop explains how the latest Customer Experience Management techniques are used to develop and implement a business strategy that will deliver industry and/or sector leading business performance. It also shows how exceptional service delivery may be harnessed to drive cultural change, motivate employees and create worthwhile differentiation and sustainable competitive advantage.

Time Allocation - Topics

10% Why Customer Experience Management can contribute to sustainable success in today's

ever more competitive markets

25% The look and feel of a Service Winner

  • The organisational issues

  • The leadership issues

  • The cultural issues

50% The core tools of Customer Experience Management

  • Gathering, analysing and exploiting customer needs

  • Delivering service perfection

  • Creating corporate WOWs

  • Going whole brain

15% Winning Implementation Tactics


Primary -- LEADERSHIP DEVELOPMENT: Adaptability, Commitment, Communication, Creativeness, Decisiveness, Empathy, Initiative, Interpersonal Relations, Judgment

Secondary -- EXECUTING/CONTROLLING/EVALUATING: Decision Making, Use of Authority, Direction, Coordination, Guidance, Quality Control, Follow Up

Tertiary -- PLANNING/ORGANIZING: Problem Identification, Analysis, Evaluating Alternative Solutions


MR. CHRIS DAFFY is one of the UK's best-known customer service fanatics. Following a career as an engineer, salesman, marketer, business manager and serial entrepreneur, he has spent the last 12 years focussing on helping organisations understand how to use the latest marketing and customer servi...


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