The evolving customer
Understand how customer needs evolve and adapt the in-store experience accordingly.
3 min
Customer relations
Customer experience excellence
Turn every interaction into a memorable moment. For brands that want to raise the standard of their customer service, in store and remotely.
2h26 10 modules
Course structure
- 3 modules
Chapter 1
The fundamentals
- 1
The fundamentals of customer experience
Understand what turns a satisfied customer into a devoted fan.
12 min
- 2
Personalizing the relationship
Recognize a regular customer and give them a tailor-made experience.
15 min
- 3
Non-verbal language
The smile, the posture, the eye contact: the details that make the difference.
10 min
- 3 modules
Chapter 2
The key moments
- 4
Managing waiting moments
Turn a queue into a positive moment for the brand.
18 min
- 5
Service standards
Set up and bring to life a service charter shared by everyone.
14 min
- 6
Omnichannel in practice
Ensure a seamless experience across web, phone and store.
20 min
- 4 modules
Chapter 3
Measure and improve
- 7
Collecting a review
Ask for a customer review at the right moment, through the right channel.
16 min
- 8
Responding to a negative review
Reply publicly to a 1-star review without making things worse.
11 min
- 9
Everyday loyalty building
Build the habits that make customers come back without being asked.
13 min
- 10
Measuring satisfaction
NPS, CSAT, CES: choose the indicator that matches your goals.
17 min