Customer Advocacy: Enhancing the Customer Experience

Overview/Description
Providing customers with a valuable experience each time they interact with your organization is a hallmark of effective customer advocacy. But many customer experiences are forgettable because nothing particularly important happens. So how can organizations turn these experiences into something more than they are – into experiences that create an emotional connection with the customer and deliver the unexpected? This course outlines the importance of understanding the customer experience holistically and how every point of contact plays an important role in supporting a customer advocacy service model. It also describes how to enhance the customer experience in a way that drives retention and builds loyalty. In addition, the course explains how to create the conditions for exceeding customer expectations by ensuring you meet customers' functional expectations first. It outlines ways to create an emotional connection with the customer and deliver the unexpected – a component that has great potential to impress customers and to build an ever stronger emotional connection.

Target Audience
Anyone who wants to develop customer advocacy knowledge and skills

Expected Duration (hours)
1.0

Lesson Objectives

Customer Advocacy: Enhancing the Customer Experience

create a customer experience map for a given scenario

recognize how to create the conditions for exceeding customer expectations

recognize techniques for creating an emotional connection with your customers

use techniques for creating an emotional connection with customers