Customer Experience and Market Advantage
The flagship programme. Teams map the eight touchpoints of the customer journey and learn to turn each one into a commercial advantage, because advantage means both profit and superiority.
- Duration
- 1–2 days
- Format
- In-plant, virtual or hybrid
- Designed for
- Frontline teams, supervisors and store leadership
What your team leaves with
- Map your customer journey end to end and find where it leaks
- Apply the CARE framework to every customer interaction
- Turn the three pillars of growth, productivity and service into daily practice
- Leave with a shared language for service across the whole team
What we cover
- 1
Market Advantage
Advantage = profit and superiority. Why service is the last defensible differentiator, built on the three pillars of growth, productivity and service.
- 2
The CARE Framework
Concern, Attention, Respectful, Empathetic. Cedar Bridge's four-part commitment to excellence, translated into observable behaviour.
- 3
The Customer Journey
The eight critical touchpoints, from awareness and need recognition through to retention and loyalty. Every touchpoint is an opportunity to exceed expectations.
- 4
Building a Culture of Excellence
Service excellence, team empowerment and continuous improvement: the foundation of market leadership.
- 5
The Service Champion
Using data to drive service compliance across ten operational metrics, so service stops being a feeling and starts being measured.