More than just a motivational talk, what I offer is a deep review of the importance of customer experience, along with cultural shifts and process adjustments to achieve excellence in this area.

 

Leading companies like Apple, Disney, Lexus, and Amazon have stood out by prioritizing customer experience and so have industrial firms like Barry-Wehmiller.

 

Our approach is based on the methodology of Chris Daffy, an international expert in Customer Service and Experience projects. He is the author of bestsellers like “Once a Customer, Always a Customer” and “How to WOW Your Customers,” and has worked with Fortune 500 companies including COSMOTE, TESCO, BAE Systems, Toyota/Lexus, XEROX, DHL, BBC, and Microsoft

 

I’ve partnered with Raquel Pérez Nolla, founder of CES – Culture of Customer Excellence in Barcelona, Spain, and a direct disciple of Chris Daffy.

 

 

Catalog of Workshops and Programs:

Workshop "Delivering Excellence":

• Aimed at teams with direct customer contact.
• Provides foundations for understanding Customer Experience.

 

Workshop "Excellence in Leadership":

• Designed for leadership teams.
• Emphasizes the role of human leadership and team selection centered on the customer experience.

 

Workshop "Customer Experience and Loyalty Management":

• Introduction to Customer Experience Management and Loyalty.
• Overview of concepts, tools, and techniques.

 

"Customer Journey Map" Workshop:

• Techniques for experience profiles.
• Construction of the "Customer Journey Map".
• "Field" experience to analyze clues from the Experience.

 

"Advanced Loyalty Program"

• Builds a customer-centric culture within teams.
• Strategies focused on service excellence.
• Creation of brand ambassadors.
• Deep dive into key concepts like the Customer Journey, Lean methodology, Recovery techniques, Experience creation tools, and Change management.

 

These workshops and programs are fully adaptable to your company’s needs and are designed to move your business into a new era of customer experience excellence.