Customer Focus

Purpose
To ensure that 'delighted customers boast about your products and services and bring their friends with them'.

Products
Customer Care Training.
Customer Requirements Analysis.
Customer engagement in Process Improvement/Focus Groups.
Complex Sales Training.

Concepts
Peak/Trough End Theory
Customer Delight Factors - Kano's Model of Satisfaction
Complaints Mushrooms
Customer Behavior
Customer Satisfaction Metrics
Complexity Theory