Speaking

Building a Compelling Customer Experience

Are you ready to elevate your business to the next level? Our services are designed to streamline your operations, improve customer relationships, and boost your bottom line.

Business professionals in conversation, representing customer experience, satisfaction, and service excellence.

Companies focus a lot on their products as key points in customer satisfaction.

However, what does a customer care about a fantastic product but whose purchase and consumption experience ends up frustrating due to factors that are unrelated to the product itself?

In this Master Class the entire process of generating customer satisfaction is analyzed based on their end-to-end experience: from the moment of generating expectations to the memory that remains after their consumption, through purchase and enjoyment, all configuring the experience by the customer perspective.

Fully integrated into the Power Triangle Methodology, this Master Class is intended to de-emphasize the touch points techniques- the very critical moments in which the customer interacts with the organization and its offers in the purchase, enjoyment and memory process - as this approach can create a distorted reality, demonstrating that customers are more satisfied than they actually are. It also takes attention away from what really matters: which touch points are essential and which are irrelevant, and how end-to-end satisfaction is achieved.

Master Class Duration: 75 min

Training Duration: 300 min

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Ramiro Martins

Founder and Managing Partner

December 19, 2024

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Having double-digit growth in the previous three years and being considered one of the best consultants to work in Portugal, it was imperative to understand how our added value and brand were perceived by our customers to design our future strategy. We found on Essency a partner that helped us to have it clarified and, moving forward, to design a plan together that allowed us to bridge the gap between what we wanted to be as a company, for our clients and our people, and whas was not yet clear acros the market.

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