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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