In today’s crowded marketplace, product alone isn’t enough. Companies that win are those that obsess over their customers — not just during the sale, but long after. This session teaches how to turn everyday buyers into loyal advocates through extraordinary customer experience.
We begin by reframing customer service: it’s not a department — it’s a culture. Participants learn how to identify key “moments of delight” in the customer journey, from first contact to onboarding to retention and referrals.
Case studies highlight businesses that built massive loyalty without big marketing budgets — simply by exceeding expectations. We show how word-of-mouth, testimonials, and user-generated content can outpace paid ads in impact and ROI.
A hands-on activity challenges attendees to map their own customer journey and find three ways to make it more memorable, more human, and more aligned with their brand values.
Discussion topics include:
- How to gather and act on customer feedback.
- Creating systems for consistent service delivery.
- Training teams to handle complaints as opportunities, not threats.
Each participant receives a Customer Experience Design Template they can use to immediately improve how they engage with their audience.
This session is ideal for founders, marketing leads, and customer-facing teams who want to grow not just a user base, but a fan base.
Leave a Reply