Description

This immersive training helps retail leaders craft memorable customer journeys that drive loyalty and sales growth. Participants examine touchpoint mapping techniques, from storefront encounters to post-purchase follow-ups. Role-play scenarios teach active listening, upselling, and recovery strategies for service failures. The module includes persona development exercises to align store services with target demographics. Clients study in-depth metrics such as Net Promoter Score, Customer Satisfaction Score, and repeat visit rates. Video examples demonstrate store layouts designed to enhance product discovery and impulse purchases. Workshop guides cover integrating digital channels—such as mobile apps and social media—into the in-store experience. Downloadable checklists help assess and improve customer service standards daily. A peer forum allows participants to share success stories and innovative service ideas. Ideal for customer service managers, store experience designers, and retail marketing teams.

Digital seminar – video case studies, role-play exercises, checklists

4 hours

Touchpoint mapping, service recovery, persona development, CX metrics

Customer service managers, store experience designers, retail marketing teams