Customer Experience Management: Brand Promise & Customer Loyalty

Course Details

The focus of this course is predominately given to the importance of customer experience. Experts Shaun Smith and Andy Milligan will share the findings and research from their best-selling book, On Purpose: Delivering A Branded Customer Experience People Love, and some of the techniques their company, Smith+Co, uses to help organizations become purposeful in the experience they deliver to customers. They use case studies to illustrate the concepts and then teach you how to apply these principles to your own situation using the tools and guides provided. By the end of it, you will be able to design a distinctive experience that will differentiate your brand.

What you’ll learn

• Understand the three main things that strong brands do; They Stand Up for something that matters to customers, They Stand Out from their competitors and they Stand Firm by creating strong cultures that sustain them.
• Teach you how to design a customer experience that will differentiate your organization.
• Enable you to map the customer journey and determine the touch points that will become hallmarks for your brand.
• Help you decide on the brilliant basics and magic moments that will make your brand legendary.