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A customer centric approach

Lynden Consulting Ltd

Tuesday, 20 November 2018 from 09:00 to 13:00 (GMT)

A customer centric approach

Ticket Information

Ticket Type Sales End Price Fee VAT Quantity
Standard 19 Nov 2018 £95.00 £0.00 £19.00

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Event Details

A recent survey of 1,000 people revealed that choosing a care home is one of life's most stressful experiences.

Creating a positive user experience of your organisation is a powerful differentiator and doesn't need to vary with every changing shift.

This masterclass will give you an understanding of the customer journey framework within a social care setting and how to use a range of tools and techniques to create positive experiences for your customers to gain their loyalty and repeat custom.

What this masterclass will cover

Key learning outcomes:

  • Understand what makes a good customer experience.
  • How to use customer insights to create value and transform the user experience.
  • Learn how to engage your staff teams to create a consistent and customer centric culture.
  • Create positive experiences from digital channels. 
  • How to create a culture of feedback and continuous improvement.

We’ll use your business and those of other participants as real life case studies so you understand how creating good customer journeys can be applied. 

Who should attend this course?

This masterclass is best suited for owners/managers, marketing and sales professionals, operations managers, customer-facing employees and anyone with an interest and / or responsibility for customer service. It offers an innovative approach to customer journey mapping to enable you to acquire the core skills you need to improve the experience of your customers in order to create long-term value. 


“I really benefitted from the suggestions of involving the entire team in residential experiences.”

“Thoroughly enjoyed the group discussions, sharing experiences and finding solutions. I would like to roll this out to my entire service.”

“I have been inspired from the customer service approach training and awareness. This training needs to be cascaded to staff at the home level.”

“It was great, I really enjoyed the course.”

Venue: Ripley Arts Centre, 24 Sundridge Avenue, BR1 2PX

Time: 9am - 1pm


Refunds and Cancellations

Cancellations must be received in writing via email to and must contain the full booking details. Include full delegate name and organisation name and contact details.

The following charges will apply if you wish to cancel a booking:

  • For the period of four weeks prior to the event start date, no refund or credit will be given on cancellations. 
  • Five to eight weeks prior to the event – 50% refund
  • Eight weeks or more prior to the event – 100% refund 

No refunds or transfers will be given for non-attendance.   Full booking terms and conditions available here.

Do you have questions about A customer centric approach? Contact Lynden Consulting Ltd

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When & Where

Ripley Arts Centre
24 Sundridge Avenue
United Kingdom

Tuesday, 20 November 2018 from 09:00 to 13:00 (GMT)

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Lynden Consulting Ltd

Lynden Consulting is a specialist marketing and communications company to the adult social care sector. The masterclass programme has been specifically designed to help organisations to improve their marketing capabilities to support business growth and development. 

The workshops are available to all private, public, not-for-profit and social enterprise businesses. 

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