Sensei

American Schmaltz or European Laissez-Faire?

A man walks into a shop.  He lifts a bacon-and-egg roll, a banana milkshake, and a Finger of Fudge choc bar.  He then walks up to the counter to pay.  Nothing remarkable so far.  Except… this is Northern Ireland.  Here, regular customer service is a tale told by weary travellers.  As for exceeding customer expectations, that concept is as mythical and woolly as the mammoth.

The man waits.  And waits.  And waits.  The till attendant sees him but is more concerned with finishing a conversation about last Friday’s pub-crawl.  This riveting dialogue – presumably with another ‘employee’ – is of first importance.  The customer is secondary; an interference, an impertinence, a fly on the Read more…

Customer Experience Management Workshop

Just a reminder that our Customer Experience Management Workshop will be taking place on 26th and 27th Feb at QUB.  Click here for details.

Customer Experience Management Workshop

The 21st century marketplace is brutally competitive. Recent research confirms that customer loyalty is more a result of how customers feel about doing business with you, than what they think about your products or services. Companies that satisfy their customers here gain their clients’ loyalty in the form of repeat business and referrals. The most successful companies utilize this by managing the total customer experience – not only meeting, but exceeding, both the rational and emotional needs of their customers. In this course you will gain an understanding of the building-blocks of a customer experience, learn how to manage your brand’s role, and create satisfying interactions that turn customers into campaigners.

You may also find our previous blog I Am Not a Number interesting.

26/02/08 & 27/02/08 – Customer Experience Management – 2-day workshop
Venue: Queen’s University, Belfast

Time: 9.30 – 4.30     Cost: £360

QUB is taking bookings for this event.  To book contact Marc Forte at QUB on 028 9097 5260/5261 or email m.forte@qub.ac.uk. Discounts are available for multiple bookings.