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Improving the customer experience

Lynden Consulting Ltd

Wednesday, 28 February 2018 from 10:00 to 16:00 (GMT)

Improving the customer experience

Ticket Information

Ticket Type Sales End Price Fee VAT Quantity
Early bird price
Early bird price until 22 January 2018
27 Feb 2018 £249.00 £0.00 £49.80
Standard price 27 Feb 2018 £299.00 £0.00 £59.80
*Small charities/Social enterprise
*Small charities/Social enterprise - annual revenue max. £250k
27 Feb 2018 £199.00 £0.00 £39.80

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Event Details

A negative experience or concerns raised by negative publicity can affect prospective customers when thinking about using care and support services. Yet in reality, the majority of people requiring these services receive quality care and support from providers across the country.

But how do you create that all important customer experience in your social care business for both new and existing clients?

Research shows that organisations able to influence the customer experience generally perform better than those that don’t. The customer experience is a powerful differentiator of your brand from others and will help you create better customer satisfaction and even increase business opportunities.

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.
  • Identify what your customers want and how to meet their expectations.
  • Learn about customer experience frameworks in a social care setting.
  • How to use customer insights to create value and transform your marketing.
  • Customer journey management and improvement using an empathetic approach.
  • How to overcome the challenges of multi-disciplinary service provision.
  • Engaging your staff teams to create a customer centric culture.
  • Create positive experiences through digital channels. 

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 in a social care setting. It offers an innovative approach to customer journey mapping in social care settings to enable you to acquire the core skills you need to improve the experience of your customers in order to create long-term value. It’


“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: Monticello House, 45 Russell Square, London WC1B 4JP

Time: 10am - 4pm (lunch provided)


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.   

Do you have questions about Improving the customer experience? Contact Lynden Consulting Ltd

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When & Where

Monticello House
45 Russell Square
WC1B 4JP London
United Kingdom

Wednesday, 28 February 2018 from 10:00 to 16:00 (GMT)

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Lynden Consulting Ltd

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


The masterclasses provide a confidential place for delegates to learn and develop their marketing and communications skills, ask questions, share experiences and meet with peers.


Delegates say they feel inspired and motivated with new ideas to turn into action plans after attending one of these masterclasses.


The masterclasses are available to private, public, not-for-profit and social enterprise businesses. This includes operators of retirement living communities, extra care housing, residential and nursing care, outreach, day care, intermediate care, home care, and specialist provision for adults and older people. 

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Improving the customer experience
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