Business
>
Sales
>
Customer Experience
Customer Experience: Why It Matters & How to Improve It
Understanding the fundamental terms of Customer Experience, its impact on customer journey and market share, customer perception, and long-term growth.
Last updated
4/2024
Appropriate for all
Level1h 26m
Full lifetime access
Access on laptop, tablet and mobile devices
Certificate of completion
Overview
In the competitive landscape of sales and retention, customer experience (CX) has become the primary battleground. Small businesses require a competitive advantage in this domain to maintain their market share. The following workshop has been meticulously crafted to provide you with the essential groundwork for easily comprehending CX.
Why CX Matters
Whether you currently have customers, seek to acquire them, or collaborate with individuals, establishing a strong foundation in CX is imperative. CX has supplanted traditional "customer service" and represents a more inclusive and intricate approach. Don't hesitate; familiarize yourself with CX today!
Perception and Market Share
The perception of consumers is their reality. Many perceive that visiting a dealership does not offer sufficient added value to warrant the perceived increase in cost. Altering this perception can significantly impact the percentage of your market share, foster customer loyalty, and drive sustained long-term growth.
Strategies for Market Share Maintenance
To safeguard your market share, consider implementing a comprehensive coaching program. This program is designed to adopt a more holistic approach to your sales, leading to enhanced customer retention and overall growth.
Understanding Customer Experience
To grasp the concept of customer experience fully, it is essential to swiftly explore other related terms and their interconnectedness with the complete customer experience.
In this learning, you will gain insights into:
This goes beyond a single interaction, such as in sales or customer service. It encompasses the entirety of a customer's experience with you throughout your business relationship, encompassing all touchpoints in the customer relationship.
Customer experience (CX) is more intricate, constituting a company culture and a comprehensive creation, as opposed to customer service or sales functioning in isolation. It represents a unified approach in which the company's personnel engage with customers, shaping the resulting customer experience.
Who this course is for
What you'll learn
Requirements
Being willing to be open to your clients needs.
Course Content
7 Sections 10 Lectures 1h 26m total length
All Comments