Design! Deliver! Delight!, Please ensure you select the time/date above that matches the location/date of your chosen workshop in the description box, Tuesday, 09. April 2019

Winning strategies to develop a great customer experience & a culture of service excellence.

Modern day business has evolved beyond commodity, beyond product, and now beyond service; we now all live and operate in the experience economy.

Business today is all about experience, the all-encompassing multi-sensory experience that customers encounter when they do business with you ... a customer experience that they use to judge whether or not your business continues to deserve their custom or their complaint; to remain loyal, or to leave and take their business elsewhere.
So ...

What’s the real purpose of business?
What’s the difference between customer service & customer experience?
How do you develop a unique standout customer service experience?
How do you attract and retain loyal customers in today’s highly competitive marketplace?
How do you establish strong, mutually rewarding customer relationships to ensure future business prosperity?
How do you create an organization-wide culture of service excellence?
Why is customer experience your number one competitive advantage?
Why has customer experience become your single greatest predictor of business success?

These questions and more are all answered during the course of this high impact half-day workshop.

Here’s what you will learn:

The difference between customer service and customer experience
How, by understanding the six senses of service, (visual, auditory, olfactory, gustatory, somatosensory and emotional) you can design & deliver a truly outstanding service experience giving your customers a ‘reason to return’, and a ‘reason to refer’
Why, in today’s crowded ‘same stuff, same price’ marketplace, ‘good’ customer service is the enemy of ‘great’ customer service
How to develop an authentic service experience differential to ensure that ‘choice rich, time poor’ consumers, when faced with a multitude of options, choose to do business with you, and not your competition
What it takes to develop strong, mutually rewarding customer relationships to ensure future business prosperity and longevity
Understanding the difference, and how to make the shift from commodity and price, to experience and value

Here’s what you will receive:

4 hours jam packed full of the latest information and research on service design, customer experience and relationship marketing with a ton of take home value and easy to implement strategies.
A detailed workshop manual.

A copy of Graham’s powerful 197-point Customer Experience Performance Evaluation Checklist.


Yeppoon Tuesday, 9 April 2019
Yeppoon Town Hall Foyer25 Normanby Street Yeppoon QLD 4703

CairnsThursday, 11 April 2019
Tourism Tropical North Queensland BoardroomLevel 2, 51 The Esplanade Cairns QLD 4870

This is a free event hosted by the Department of Industry, Innovation and Science Entrepreneurs' Programme.
This event is designed to benefit small and medium Australian businesses.
If you have any questions about this event or any future events, please contact EPLearningEvents@

Design! Deliver! Delight!

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