Customer Experience Tools

Retail Training Academy

Exploring the basics of how to interpret and apply the insights from Mystery Shopping and Customer Satisfaction Surveys to support performance improvement.

Customer experience measures are there to help understand the drivers of conversion within store.  The information such programs provide can be used to support staff training and development.  Beyond scores, the way we interact with customers has significant influence on both their likelihood to buy and whether they will both return and recommend your store in future!

1 Day interactive workshop Introductory Price of £175 per delegate

Locations:  Milton Keynes & London (Thomas More Square)

Content:

Part 1 – Listen and Learn

  • Go beyond scores by listening to the voice of the customer
  • Interpreting feedback with meaning and purpose, covering Net Promoter, Customer Effort and Satisfaction metrics
  • Applying actionable insights to the day to day

Part 2 – Measured Improvement

  • Understanding the expected brand experience
  • Mystery Shopping as a benchmarking tool
  • Testing our delivery of the company Customer Service Principles
  • Action Planning and Prioritisation

Upcoming course dates (provisional)

London (Thomas More Square)

Tuesday  17 October 2017

Milton Keynes

Wednesday 18 October 2017

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Customer Experience Tools

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