Leadership and management

Powerful strategies to develop stronger customer relationships

Customer retention and engagement essentially determines whether a company lives or dies.

1 hour

Members: £0 + VAT
Non-members: £0 + VAT


Customer retention and engagement essentially determines whether a company lives or dies.

A positive customer experience is the key to business survival and impacts every department. However, businesses in general are overconfident about the service they provide, according to recent research by Bain & Company. The further away employees are from the customer, the more this confidence increases. Which is a problem. It shows that organisations on the whole can be out of touch with customer needs and satisfaction. 

On this webinar, you will learn why improving your ‘customer experience’ should be a cornerstone of your commercial agenda, what a customer corridor is and why you should have one and how to ensure that you remain focused on giving your customers the kind of experience they’re used to elsewhere. 

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Who should attend?

Anyone in an R&D, Sales, Marketing, Finance and PR role. Those interested in developing a broader commercial awareness and understanding the impact of actions on the bottom line. Senior managers, product developers and project engineers. 

How will I benefit?

  • Better evaluate the customer journey and spot critical gaps in satisfaction levels 
  • Use a variety of strategies to monitor customer happiness 
  • Understand the impact of customer experience in relation to your role 
  • Think more creatively about retention and the value of service 
Contributes 1 CPD hour

Key topics

  • Research, statistics and why the customer experience matters 
  • The impact of social media 
  • Strategies to discover and improve engagement and retention 
  • Your role and the impact on bottom line 
  • Creating a culture of service. 

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At a glance

  • Duration:
    1 hour
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