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Tips for Managing Customer Expectations

Gain a better understanding of how to build relationships by managing customer expectations.

In today's world, customers are continually 'up for grabs.' This is because business' think merely satisfying the customer is enough. In fact, statistics show if you are going to keep your customers returning, you must delight them at every point in their journey with you and your organizations. Our strategy is to help our clients become obsessed with happy customers. In this topic, Miki Mitrovich and Lori Champion of CCG Global Advisors will explain with their proven method 'Extreme Customer Satisfaction.' The method will produce a customer-centered organization that is more scalable, more agile, and more profitable. At the end of this topic, you will have clear tools to implement a foundation for new levels of customer centric performance.

56 minutes
Course Exam
Certificate of Completion
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Why Lorman?

Over 35 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

Agenda

True Transformation Revolves Around the Customer

  • The Customer Is Fundamental to the Journey
  • Tension Exists Between Cost Cutting and Customer Centricity
  • Customer Transformation in the Midst of Disruption

Strategy Articulation and Customer Journey Mapping

  • How to Define Strategic and Customer Priorities
  • Examine an Approach to Map a Customer Journey (Business-to-Consumer B2C Example)
  • Examine an Approach to Map a Customer Journey (Business-to-Business B2B Example)

Defining the Value to the Customer (VTC)

  • Know Me, Hear Me, Help Me
  • How to Focus on VTC

Understanding the Value From the Customer

  • Acquisition, Retention, Growth
  • How to Focus on VFC
  • Creating a Customer Relationship Initiative Framework

Questions and Answers

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Why Lorman?

Over 35 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

Credits

OnDemand Course

This course was last revised on July 21, 2022.

Call 1-866-352-9540 for further credit information.

MP3 Download

No credit available.

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Why Lorman?

Over 35 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

Faculty

Art Hall

Art Hall

Alvarez & Marsal

  • Senior Director with Alvarez & Marsal in Atlanta; focuses on corporate performance improvement for Fortune 1,000 companies and is the co-lead for Corporate Merger & Acquisition Services (CMAS) in the Atlanta market
  • More than 20 years of combined industry and consulting experience
  • Worked with clients across various industries including, financial services, cash logistics, health care, industrial gas, manufacturing, retail, power and utility, and travel and entertainment
  • Functional experience in growth and customer experience
  • Prior to joining A&M he was Vice President of Sales and Customer Care for NetBank, was responsible for the online bank’s North American contact center operations, and was responsible for the testing and remediation plans of operational, compliance, and reputational risk within bank operations working closely with internal audit and internal control
  • Bachelor’s degree, State University of New York at Binghamton; certified in Prosci Change Management®
  • Can be contacted at 404-759-9158, [email protected], http://www.linkedin.com/profile/view?id=3429370&trk=tab_pro, or Twitter® @Art_Hall4
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Why Lorman?

Over 35 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

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Product ID: 408249
Published 2022
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