A Customer Equity Initiative Workshop

Employees and the
Customer Experience

One of the most powerful components of the customer experience is the interaction with employees.

The customer experience is becoming increasingly crucial to the buying process. For many the product itself no longer drives the sale. Very often, a company’s employees will define the relationship with its customers and the consequences are dramatic.

Employees and the Customer Experience will show participants how to turn employee-customer relationships into a sustainable competitive advantage.

Who Should Attend

According to Gallup research, over 75% of employees are less than fully engaged in their job and costing companies millions. If you are concerned about the level of your employee engagement and their role in delivering great customer experiences—this workshop is for you!

Employees throughout the company have a significant impact on customer experience. Disengaged employees create the negative customer experiences that produce indifferent customers buying on price and convenience. Engaged employees produce engaged customers and engaged customers are the source of sustainable profits and growth.

This half-day workshop and the accompanying workbook will systematically take you through key employee engagement and customer experience concepts. In each case you will see how each concept is successfully being put into action. A series of interactive exercises will help you recognize the concepts in your own experiences and then assist you in applying the concept to your business.

You will walk away with:

• An understanding of what today’s employee’s value and how that differs from what most business offer.

• A framework for increasing employee engagement

• Strategies for building customer equity through your employees

You will learn:

• The psychological underpinnings of employee engagement
• The three facets of employee engagement and how companies must nurture each.
• The dynamics of employee-customer relationships
• Strategies that build employee engagement
• How to use engaged employees to build customer equity.

When: 1-4 pm EDT

Where: A half-day seminar.  Workbook included.

Price: as announced.

REGISTER Now!

Call 647 477 2004

Space is limited

William Todor, Ph.D. is a senior partner in The Whetstone Edge, LLC. After 26 years of research on organizational environment, leadership, and job satisfaction have lead him to conclude that changing customer values are conflicting with the hierarchical structure and management style of most businesses. The employee is becoming increasingly critical in customer relations. He is the co-author of Winning Mindshare: The Psychology of Personalization and One to One Marketing.

Research indicates that customers are 6 times more likely to return to a fast-food restaurant when they felt the employees were engaged in their jobs.

They were 20 times more likely to return to a bank with engaged employees!