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  How to Think Like Your Customers Think
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Keys to seeing your organization through your customers’ eyes and how to use that knowledge to create an incredible customer experience

Recorded on: 05/02/11
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Everyone knows that customer satisfaction is key to an organization’s success. But do you have a true understanding of the customer experience in your organization? Are you really able to see your company through your customers’ eyes? Or are you letting your perceptions be colored by your biases — by knowledge of how things ‘should’ run?

Your customers’ experience may not be what you think!

And if you’re not seeing the reality behind how your customers really feel, you could be doing your company irreparable harm! You need a way to evaluate it from the ground up. You need a way to truly determine how customers feel as they interact with your organization, what makes them frustrated, where they encounter roadblocks, and when they are exceptionally pleased.

Discover how to see your organization through your customers’ eyes — and how it can improve your business model!

You’ll discover how to set aside any preconceived notions and look at your organization with fresh eyes. How to find out from your customers their real impression of your organization — not just what they want you to hear. And when you attend How to Think Like Your Customers Think, you’ll even discover how you can empower everyone around you to ‘put the customer first’!

In just one hour, you’ll discover valuable tools to improving your customer experience.

You’ll be able to make customer, client, and donor encounters smoother, more pleasant, and more productive — and that leads to rave reviews, repeat business, and increased recommendations. No matter what your individual role, you’ll be able to benefit from understanding how the outsider views your organization. In just one hour, you’ll discover invaluable tools to help you learn more about your own company — and how it’s being viewed by customers. Enroll today!

A Glimpse at Your Agenda

  • How to take a step back and look at your organization with fresh eyes
  • Understanding your customers — who they are and what they want
  • Evaluating your messaging — making sure it reflects who you are and who you want to be
  • Straight-from-the-source strategies for collecting customer feedback
  • Red flags that tell you things just aren’t working
  • Using mystery shoppers to get the true customer experience — even if you’re not a retail store
  • Experiencing the customer interface, from new interactions to support
  • Avoiding the pitfalls of management thinking
  • Evaluating business processes — and understanding which ones can become customer roadblocks


PC System Requirements:
800MHz Intel Pentium III processor or equiv. • Microsoft® Windows® 2000/XP or later • Min. 256 MB of RAM • 48x CD-ROM / DVD-ROM • Sound card w/ speakers or headphones • Screen Resolution 1024 x 768, 32-bit Color • Macromedia® Flash® 8 Player • Microsoft® Internet Explorer® 6.0 or later • Adobe® Acrobat® Reader® 6 or later • A high-speed Internet connection recommended
 


CD-ROM
Item #: 1832301
Price: $179.00



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National Seminars Training
1.800.258.7246