Customer Experience Essentials

Workshop Overview

Customers are drawn to a social enterprise the first time because of its impact, but the desire to buy again depends on their experience at every touchpoint with the organization and its brand. In today’s highly competitive business environment, how a business delivers for its customers is just as important as—if not more important than—the products and services it provides. Understanding the customer experience is critical, without which it is difficult to generate recurring sales, grow revenues and provide the funds necessary to create and sustain impact.

Using a discussion rich format, the session will provide you with an in-depth introduction to customer experience and how to bring it to life as a key element of your business strategy. The workshop will cover:

• Key components and drivers of customer experience
• Why the customer experience is important,
• Measuring and capturing customer feedback,
• Building a customer-centric culture, and
• Best practices to create superior customer experience.
  

Please Note

The workshop has been created to specifically cater to the needs of social enterprise and social purpose business practitioners operating in the Ottawa area. Registrants may be contacted to establish details of their social enterprises/social purpose business or to establish their relationship with the sector.

About the Workshop Leader

Michael Murr, Executive Director, CSED, is a seasoned and client-focused leader with broad experience in strategy, programs and governance in not-for-profit and municipal government settings. He is collaborative and thoughtful by nature and is inspired by the power of social enterprise as a force for good.

Michael has worked with dozens of social enterprises which has given him a deep understanding of the challenges faced and what it takes to be successful. He regularly coaches and consults with clients to help them articulate their business ambitions and set an effective course for the future.

This workshop is part of CSED's , a set of highly informative, small group workshops which take a deep dive into the strategic business functions and concepts that are most relevant to social entrepreneurs and social enterprise practitioners.

Combining practical instruction with open group dialogue, each workshop explores the core concepts, frameworks and approaches that will help move your social enterprise/social purpose business from strategy to action. The series is designed to appeal to both experienced social entrepreneurs as well as more junior practitioners looking to develop their understanding in a particular area.

Host or Publisher Centre for Social Enterprise Development (CSED)