Back to Homes 2017 conference programme

Mapping success with customers

Wed 22-Nov-2017 13:45 - 14:30
Kier theatre
Speakers
Nick   Sterling Nick Sterling Osborne Property Services Ltd
Emily-Rae   Maxwell Emily-Rae Maxwell Dacorum Borough Council
Carol   Bailey Carol Bailey Managing Director of Property Service Osborne

Meeting or exceeding customers’ expectations is essential in today’s demanding world. During our session, ‘Customer Journey Mapping’, we’ll be demonstrating how this can provide you with valuable insights from the customers experience.

 

As a customer centric service provider, we have introduced Customer Journey Mapping into our business to help better understand the needs, behaviours and emotions of our customers so that we can improve what we do for them.

 

Looking at various touch points and listening to how customers feel during these interactions, we’ve been able to tailor our service accordingly. As a result, customers feel valued knowing that they are directly influencing our service and in turn this builds trust.

 

The Customer Journey Mapping interactive session demonstrates the concept, when and how to use it and helps develop the skills to undertake Customer Journey Mapping yourself.

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HAMMERSMITH ROAD,
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