Management
From Customer Service to Customer Experience
You will learn how to…
- Obtain an emotional reaction from clients
- Control customer experience
- Create a customer-focused declaration
- Shatter stereotypes about the experience clients expect to have with a company
Jeff Tobe
Customer Experience Management Expert
Lecturer's bio
Certified speaking professional Jeff Tobe was chosen by readers of Convention & Meetings Magazine as one of the top 15 speakers in North America.
Over 20 years as a speaker, trainer, and business consultant has given Jeff the experience to apply best practices from leading companies to improve the customer experience across a wide range of industries.
Among his clients are PNC Bank, Microsoft, RE/MAX International, Erickson Living, The Dubai Water Authority and Pepsi Cola International. Jeff is the author of the popular book Coloring Outside the Lines.
What is this course about?
In this Eduson.tv mini-course Jeff Tobe will explain the difference between customer service and customer experience using cases of Nordstrom, Four Seasons and Starbucks. You will learn how to turn every transaction with your company into an experience for the customers. The lecturer will go through Mid-Columbia Medical Center case to teach you how to create customer-focused company declaration and shatter the stereotype of the experience your customer expects to have with you.
This mini-course is part of a 3-hour “Customer Experience Management” course.
Who is this course for?
- Business consultants
- Company owners
- Retail business owners
- Managers at all levels
- Client managers
