This workshop looks at how to deliver a great customer experience; providing a simple blueprint for how to design and evaluate your service offering. Organisations learn to go from a first impression to a lasting impression.Few organisations take the time to analyse the journey a customer takes from hearing about your business for the first time, all the way through to telling someone else about their experience. Some would call this ‘from a first impression to a lasting impression.’

At every step along the journey, there are opportunities for you business to consciously deliver better service.This is a hands-on workshop with a number of exercises that will get you thinking about your business. You’ll be able to apply what you’ve learned immediately to your organisation. Many service improvements cost nothing to implement but yield quick returns from your customers.

Where: Lawlor’s Hotel, Dungarvan

When: Tuesday December 14, 2010 from 9:30 AM to 1:00 PM


9:30am – Coffee

10:00am – Why good service is good businessUnderstanding customer experience Introduction to customer journey tool & service blueprint

11:15am – Break

11:30am It’s about benefits not featuresApplying the customer journey tool to your own business How good are you at customer service & support? Turning customers into advocates

13:00am – Close 

What will you leave with?A thorough understanding of customer experience Practical tools to allow you to evaluate your own service experience Identification of key areas you need to improve and some ideas on how to address them.

Who will be facilitating? Justin Knecht created the Innovation by Design programme for the Centre for Design Innovation at IT Sligo, a user-centred design programme designed to equip Irish organisations with practical tools to innovate more successfully.

Previous to this, Justin was Head of Creative Services for Crayola in the US, responsible for global branding, packaging development, POS and Internet services. Prior to that, he co-founded and was CEO of the web development firm AOV in Philadelphia; developing award-winning websites for a range of national and international clients. Justin has developed and delivered workshops on user-centred design, brand experience and service design; and for more than ten years has spoken internationally at numerous companies, creative events and conferences on design and innovation.

Please book your place now with; Rebecca Harris, The RIKON Group 051 834033