Increasing levels of competition in the retail environment coupled with challenging global economic conditions have been the source of reinvention of customer engagement strategies across the retail industry. Identifying that product diversification and specialisation alone are not the key drivers of satisfaction for consumers, has lead retailers to reinvestigate the way that they deliver the in store experience as a unique element of their brand that adds a significant competitive advantage and profit opportunity.
The workshop investigates in a practical and interactive way, the concept of service as a product, the art of being chosen and the six customer moments that connect a customer and a retailer. The aim of the workshop is to both provide strategy as well as inspiration in creating a great service culture.
The Workshop Covers
- Defining your service as a product
- The customer makes the choice
- The growing expectations in the world of service
- Creating six critical customer moments
Level: Entry – Intermediate | Target Function: Frontline Staff, Supervisors, Managers, Owners
Upcoming Short Courses
There are no upcoming events at this time.