GOING BEYOND CUSTOMER SERVICE TO DRIVING CUSTOMER EXPERIENCE
WHAT IS CUSTOMER EXPERIENCE?
Customer Experience is about taking a full 360 degree of our customers needs, wants and expectations.
Customer Experience refers to how people feel about our brand after having experienced our service offerings.
Each and every engagement a customer has with Lew Geffen Sotheby's International creates a perception in the mind of a customer that determines whether they will trust us with their property needs.
CUSTOMER TOUCH POINTS
Customer engagements are called as 'Touch Points' or 'Pain Points' and refer to the experience customers have with us; whether it is on our website, whilst visiting a branch or during interactions with an Agent.
Each and every 'Touch Point' influences a customers perception of our brand, either positively or negatively. This is why is it vitally important that we all understand the key touch points along a customer journey and ensure that each one delivers a positive experience.
THE CUSTOMER JOURNEY
The practice of customer experience recognises that our customers travel a journey with us; a journey that consists of much more than merely the face to face meeting of a client.
Customer Journeys start when they do an online search for real estate agents in the area, walk into a branch or ask friends and family for referrals of the most professional agents in their area.
This is why it is vitally important that we consider each and every customer touch point along their journey and ensure that we are building trust and exceeding their expectations at every interaction.
Beyond Customer Service to Driving Customer Experience
COURSE CURRICULUM