A Focus on Your Customers

This module is designed for managers and junior executives seeking to transition to an organizational leader at the director, chief, vice president, or president levels.

$ 49.00

 


Some 80% of CEOs in a recent Gartner study said they provided exceptional customer service; however, only 8% of customers agreed. The considerable difference between organizational perception and customer perception has a new name—the experience gap. Today, service is as important as the product. In many cases, service is more important than the product. It is less expensive to retain existing customers than it is to create new ones. Despite all efforts, up to 20% of customers desert organizations every year.

The challenges for organizations are many, such as how to optimize the customer acquisition process? How to improve customer retention and loyalty? How to reduce the costs of customer service? How to increase customer share of wallet? How to build brand awareness and equity? This module aims to provide you with the tools and processes which address these questions.

  1. Understand the drivers of superior customer service.
  2. Deploy processes that lead to a great customer experience.
  3. Measure key indicators of your efforts.
  4. Develop a competitive advantage based on customer service.

The Leading Edge Learning® modules are created specifically for today’s learners who demand interaction and engagement with online learning opportunities. Sequential presentation of largely static content in page-after-page delivery is not the best delivery experience for adult learners.

This module can be used for both Higher Education and Business & Industry. For example:


Higher Education - Include the module in an undergraduate course on leadership, use to develop new or emerging organizational leaders, and as an educational module within a graduate program that includes leadership.


Business, Industry, Nonprofits, & Agencies - Use to transition from senior manager to organization leader, develop newly selected senior leaders, and develop continuous quality improvement skills and abilities.

Pricing is based on number of learner hours and the annual expected quantities. Modules are sold individually and in course packs. Contact us to develop a customized solution that works for your specific requirements.

The quantity-based pricing of this module is as follows:


1-100 Learners per Year - $49 per Learner


101-500 Learners per Year - $44 per Learner


500+ Learners per Year - $39 per Learner


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