Introduction to IIC Ambassador Award
Understanding Customer Needs
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Understanding Customer Needs - Introduction (0:58)
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About Understanding Customer Needs
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Customer Service vs. Customer Experience
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Knowing and Understanding your Customers
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Needs, Wants & Expectations
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Active and Effective Listening
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Anticipating Customer Needs
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Seeing from the Customers Eyes
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Internal Customers
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Your learning so far
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Summary
Meet Customer Needs
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Meeting Customer Needs - Introduction (1:18)
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About Meeting Customer Needs
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From Insight to Action
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Why quality is more than “the thing you deliver”
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Why the ‘right solution’ matters more than the ‘best solution’
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Why feedback is only valuable when it changes something
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Customer Effort - Making it easy to do business with you
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Ownership and Follow - Through
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Consistency Across Channels and Teams
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Your learning so far
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Summary
Delight Customers
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Delighting Customers - Introduction (1:22)
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About Delighting Customers
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Why fairness is emotional, not contractual
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Why getting it right creates calm, confidence, and trust
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“The Customer Is ‘Always’ Right” - Why this phrase is about respect, not agreement
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Why delight often happens after the sale
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Why emotional intelligence is central to customer delight
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Why recovery moments define customer experience
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Empowerment and Humanising the Experience
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Your learning so far
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Summary
Engender Loyalty
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Engender Loyalty - Introduction (1:14)
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About Engender Loyalty
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What Customer Loyalty Really Looks Like in Practice
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Why trust sits directly beneath repeat purchase
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Why recommendation is the strongest form of loyalty
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Why loyalty is relational, not transactional
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Why loyalty is shaped by what customers remember
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Why loyalty is shaped after the conversation ends
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Your learning so far
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Summary
Communication
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Communication - Introduction (1:27)
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Communication – The Discipline That Holds Customer Experience Together
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Tragic vs Magic Language – How Words Shape Experience for Customers and Staff
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Transactional Analysis – How Power, Emotion and Language Shape Experience
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Unconscious Bias – How Assumptions Undermine CX and Culture
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Final Integration: Communication as Culture
