Managing your Customers’ Experience

Morning Workshop | Guildford | 9th October 2014


Eventbrite - Managing the Customer Experience


It’s estimated that over two thirds of customers will fail to return if they feel unappreciated

This is the number one reason businesses lose customers…… Instead wouldn’t you love to have your customers bowled over by the way they’ve been cared for, so they spend more, come back more often and recommend you to their friends and family?

About the workshop

The customer experience you create is potentially your single most valuable competitive advantage. Get this wrong and you’ll struggle to retain customers, and have to spend more money, time and effort on your marketing. Get it right and your customers will not only remember you, they’ll spend more, come back more often and recommend you to others..

Which quite simply means more profit!

This practical workshop is for owners and managers of small businesses who value the experience their clients and customers receive and would like to do more to enhance this. It will give you a kick start to build your customer experience brand and your strategy to deliver this. This is not about logos and colours. It’s about defining the type of memorable customer experiences you want to create and putting things in place so every day you create customers who love your business. During the day you’ll work on your own business’s customer service strategy and leave with your own personal action plan to bring this to fruition.

As a result of the workshop you’ll be able to:

  • Define your service values and the customer experience you want to create . .
  • Review and set your customers’ expectations so you can set about exceeding these . .
  • Highlight gaps in your customers’ journey so you’re able to take action to perfect each and every touch point . .
  • Gain commitment and buy-in from your team (and suppliers), so your customers get the same great experience, whoever they deal with . .
  • Update your systems so you’re confident everything will run like clockwork and ensure consistency every day . .
  • Commit to your action plan to make your strategy a reality


What you’ll get

A morning to work on YOUR business. We’ll discuss best practice,  share ideas, explore possibilities based on my 5 keys to a 5 star customer experience and so you come away with an action plan you can start to implement straight away. They’ll be plenty of exercises and activity, and of course it will follow my FIRM training principles, which are…

Fun ~ Involved ~ Relevant ~ Memorable


Thursday 9th October 9.30 – 1.00

The Mandolay Hotel, Guildford

Cost £57 + VAT per person

or save £20 by booking by 19th September

. Eventbrite - Managing the Customer Experience

“… The simplicity and clarity of her delivery was spot on: impactful, fun, incredibly interactive and fast moving, and just so easy to remember and apply.” .– Helena Holrick, Workshops that Work, Croydon

.   .

.“She presents in a clear, fun and thought provoking way and truly can help you to make your customers more loyal and recommend you to others”

– Glenn Wakeham, Owner, Belvoir Lettings Guildford


“….Caroline is a highly skilled and motivational facilitator with excellent questioning technique. Her delivery is well paced and focused on the end outcomes and this is coupled with a sensitivity and flexibility to individual needs.”

– Mark Clixby, Recreation Manager at Bedgebury National Pinetum and Forest




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