What is Customer Experience?

Customer Experience is the feelings, perception, and experience a customer or potential customer has everytime they interact with your brand. It’s a comprehensive way of looking at the customer journey, from marketing content to sales scripts to product features.

Why is it important?

If you care about customer retention and increasing revenue, Customer Experience matters to you. Customer Experience can be a powerful growth engine if you get it right. According to The Harvard Business Review, “...organizations able to skillfully manage the entire experience reap enormous rewards: enhanced customer satisfaction, reduced churn, increased revenue, and greater employee satisfaction.”

What we'll learn / cover:

The focus of the workshop will be on driving growth through customer experience.

How to better understand your customers and potential customers
How to create simple but powerful customer journey maps
How to prioritize and set company-wide CX goals
What metrics matter and when
This will be a hands-on class, and we'll start mapping and setting goals as a group.

This class is helpful for:

Anyone who is passionate about their customer base, especially small-businesses, start-ups, or companies looking to launch a new product / service or enhance their current offering.

Bio:
A Google alum and recent Hong Kong transplant, Amanda Gordon has spent 8+ years building customer experience (CX) teams, driving growth through CX, and solving challenging customer problems. She partners with companies of all sizes globally to deliver world-class experiences, not only at a scalable cost but in a way that drives growth, retention, and value

*Ticket includes coffee and breakfast
**Audio and visual content will be recored by the Mettā Team