Client Experience & Journey Mapping Masterclass

As part of the Northen Lights Festival, the Centre for SME & Enterprise Development presents a Masterclass on Client Experience (CX) – How focusing on the customer experience can drive business growth, hosted by Joanne Boyd, a UCLan Entrepreneur in Residence with over 25 years’ experience of helping businesses to grow.

Client Experience (CX), the impression that clients have of a company’s brand includes all aspects of the buyer’s journey. It results in their view of your brand and impacts factors related to your bottom line, including your revenue. Client Experience focused organisations can compete more effectively in the marketplace and an improved Client Experience can drive significant growth within your business.

The two primary touch points that create the Client Experience are people and products. Do you blow customers away with the performance of your product(s) / service? Do you delight customers with the attention your company provides to help solve a problem?

Want to learn more? Come and join us for a 90 minute lively and interactive session all about Client Experience. You’ll learn about the key differences between Client Service and Client Experience, Journey Mapping and how you can improve your Client Experience, compete more effectively in the marketplace and drive significant growth within your business.

Agenda:

1:30pm - 2:00pm Lunch, Registration & Networking

2:00pm – 3:30pm Talk and Interactive Session

3:30pm – 4:00pm Networking (optional)

About Joanne Boyd

Prior to starting her female owned consulting business, Joanne has had 25+ years’ experience working with Fortune 1000 companies in the global technology and IT sector in both a senior leadership and board member capacity. Joanne now focuses on enabling SMEs and scaleup companies in Lancashire to regain business and growth momentum. She specializes in strategic business and marketing planning, the development of effective go-to-market strategies, client journey experience and government grants and loans for SMEs and scaleups. Joanne also has extensive non-executive director experience working as a Board of Director for several non-profit organisations.

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