Aligning Customer Expectations


This session is offered in partnership with the Saskatchewan New Home Warranty Program


Communication is key when it comes to the effective alignment of customer expectations. Customers today are more knowledgeable and have higher expectations than ever before. To achieve success, it is important for businesses to have a plan in place to adequately manage those expectations. It can often be the defining factor in the success of your business. This seminar/workshop will assist in highlighting strategies to effectively align your Customers’ expectations and will be facilitated by Christian Caswell of CustomerInsight.


Date:   Monday, January 13th, 2020
Time:   Morning Session: 9:00am – 12:00pm

Afternoon Session: 1:30pm – 4:30pm

Location:   SRHBA Board Room
#17-102 Cope Crescent
Saskatoon, SK
Space is limited to 20 attendees per session
Registration Deadline: January 10th


To be Covered:

  • Customer service versus customer experience
  • Individual work: best customer experience/worst customer experience
  • Secrets of the concierge industry
  • The build process
  • Group work: map your customer experience
  • Know your customer’s expectations
  • Yes, there are rude customers
  • International Protocol: knowing the 3 C’s



About your facilitator:  Christian Caswell is the Director and Founder of CustomerInsight, the leading provider of Customer Experience Management software and coaching services. A Calgary graduate in architecture, business, consumer behavior and a lifetime career in the Residential Home Building Industry has provided Christian with the knowledge and experience to teach many of the top-rated courses available in the Industry.

Christian has just written a book due to be released in early 2020 titled “Customer-Certified, The New Standard”.


Register Now – Morning

Register Now – Afternoon