Dr Janet Lapp’s research on the Psychology of Customer Experience has revealed the top four psychological needs of customers, which, if met, can propel organizations to sustainable growth and market dominance. Audiences learn the latest neuro-marketing techniques that create experiences to maintain loyal and emotionally connected customers, similar to Apple, Starbucks, Lexus, and Harley Davidson. This is not a standard customer service program. Teams will understand the unmet psychological needs of their customers and learn to meet them in practical, easy-to-apply ways.
The front line will learn what specific actions they must take on a daily basis to create the unique experiences that capture hearts and minds of their customers, and leaders will be able to apply these same skills and tools to create loyalty among their teams. This program is available as a keynote presentation, as well as interactive half and full day sessions.