Training Courses Archives

Customer Experience Training Case Study – ‘Safari’ Training Course for Qmatic

QMATIC

Engagement:

This customer experience training case study describes how you can raise revenues by implementing a set of simple tools which help sales teams deliver more value to their clients by identifying and quantifying opportunities to improve the customer experience.

QMATIC is an organisation that we know well. I first met the owners in Sweden way back in 2001, when they provided very basic ticketing systems via a small number of distributers to a handful of countries. They are now a global technology business operating from over 120 countries, with 60,000 customers, providing a broad range of systems, applications and tools within the customer experience management space. However, to make this leap from market leader in queue management systems to customer experience management required a huge change in skills, capability and knowledge. In addition, the CEM marketplace is very competitive, therefore to differentiate and build trust with new clients was a big challenge, especially for regional sales teams.
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By Konrad

Training Course to Improve Customer Experience in Libraries

Library Safaris

Engagement:

A one day training course hosted by various libraries, involving hundreds of delegates to rediscover and improve libraries using insights gained from a retail perspective

In the past, public services have not had to market themselves in the same way as businesses in the commercial environment but the world is changing. Public libraries today are not only in competition with bookshops but with the vastly growing internet, mobile applications and other media, which occupy our leisure time. What shape libraries will take in 20 years is unknown, but one thing is for sure is that they cannot afford to stand still! Libraries must seek new ways to attract and retain customers by encouraging them to use or use more of their activities and services. A key part of this challenge is improving the experience libraries deliver to its end users. [Read more…]

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By Konrad

Evaluation Of Customer Experience at Langley Library in Slough

Slough Libraries

Engagement:

An evaluation of the customer experience at Langley Library to plan the design and use of Slough Borough Council’s new Britwell Centre

The way people interact with a library is changing, not least because of the digital revolution. What shape libraries will take in 20 years is unknown, but libraries cannot afford to stand still. They must be more adaptable to change, embrace new technologies and experiment with different spaces, whilst maintaining their vital role in the community. [Read more…]

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