Customer experience

Good practice guide

This Good Practice Guide (GPG) was first published by the British Institute of Facilities Management (BIFM) which became the Institute of Workplace and Facilities Management (IWFM) on 12 November 2018. It is currently branded as BIFM and is in the process of being rebranded to IWFM.

This guide to customer experience takes a holistic look at the interactions and experiences a customer encounters from start to finish. It explores communication, environment, attention to detail, ease of equipment, and process.

After reading, you’ll understand how to improve the customer experience for commercial advantage, as well as how to improve customer and customer service staff retention. 

*This guide is aligned to IWFM qualifications at all levels.

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