Businesses are increasingly recognising the complete
experience enjoyed or endured by their customers is critical to
customer retention and growth. This two day course addresses why the
customer experience is crucial and assists delegates wishing to
build the business case, and develop and execute a customer
experience strategy. The course also provides an outline of simple.
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| Objectives |
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This 2 day course is a lively mixture
of theory and exercises. It is available on both a scheduled and an
in-house basis. At the end of the course delegates will be able
to:
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Understand the
importance of customer
experience
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Analyse their
organisation’s customer
experience
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Develop their
organisation’s own customer experience strategy
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Understand some simple
tools and techniques needed to design and successfully
deliver a customer experience
programme
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Understand how to
successfully develop a customer experience culture.
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| Course
Content |
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Introduction
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Live customer
experiences
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Case studies
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The business case for
customer experience
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Building a core
competency in customer
experience
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A practical approach
to strategy development &
KPIs
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Assessing your
customer experience
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Designing your
customer experience
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Developing a lasting
customer experience culture & embed customer experience
competencies
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| Who should
attend? |
The course
is for directors, managers and supervisors who want to know more
about developing and implementing a customer experience improvement
programme in their organisation.
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| Follow on
Courses |
Customer
Experience for Everybody
Customer Experience for Customer Facing
Employees
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| Consulting |
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Consulting support can be provided for individual
organisations to assist them in developing and delivering a customer
experience improvement
programme.
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