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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 customer service, CRM, and supply chain
  • Over 25 years of operations and people leadership
  • Certified in Prosci Change Management®
  • Bachelor’s degree, State University of New York at Binghamton
  • Can be contacted at [email protected] or 404-759-9158
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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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