Customer Experience Perfection for Modern Managers

  • Start Date

    10 May, 2021

  • End Date

    12 May, 2021

  • Price

    ₦185,000

  • WiFi

    Free wifi

Event Details

By the end of this training course, participants will be able to:

  • Understand the customer experience framework
  • Develop strategic approach for implementing CX
  • Gain the knowledge of customer journeys
  • Learn how to employ and motivate a CX team
  • Learn how to create a customer focused culture

 

COURSE CONTENT

Essentials of Customer Experience Management (CXM)

  • The five steps of CXM framework
  • The roles and responsibilities of a customer-focused manager
  • Adapting new technologies to maximize impact on CX
  • Essentials of profitable customer experience
  • Facets of customer experience
  • The seven core elements of great CX

 

Developing Customer Experience Strategy for Business

  • Ten principals behind great customer experience
  • Creating your value proposition
  • Conducting customer research for benchmarking
  • Evolving and transforming CX
  • Practical steps for implementing CX innovation
  • Case study: The Lego Group

 

Designing and Measuring Customer Experience

  • Understanding clients’ needs and expectations
  • Designing customer experiences: custom loyalty matrix
  • Mapping the customer journey
  • Understanding emotions in customer experience
  • Key customer metrics and effective measuring
  • Case study: The Apple customer experience

 

Hiring Top Customer Service Personnel

  • Using BEST approach for hiring CX team
  • Building CX Knowledge in the workforce
  • Managing your CX Team
  • Recognizing and rewarding performance
  • Equipping and supporting teams for success
  • Case Study: Cemex

 

Creating Customer-Focused Organisation

  • The role and responsibility of customer-focused organization
  • Organizational requirements for SXM
  • Creating customer-focused corporate culture
  • Customer experience vs. employee Experience
  • Best Practices - Xerox’ Five Pillars of customer-focused strategy
  • Action plan

 

FOR WHOM:

Marketing & Sales Personnel

 

TRAINING METHODOLOGY

The training methodology combines lectures, discussions, group exercises and illustrations. Participants will gain both theoretical and practical knowledge of the topics. The emphasis is on the practical application of the topics and as a result participant will go back to the workplace with both the ability and the confidence to apply the techniques learned to their duties.

 

DATE:

1ST BATCH:                       10th – 12th May, 2021                     

2ND BATCH:                      7th – 10th September, 2021

3RD BATCH:                      7th – 10th December, 2021

Other Dates

Start Date End Date
10 May, 2021 12 May, 2021
Start Date End Date
07 Sep, 2021 10 Sep, 2021
Start Date End Date
07 Dec, 2021 10 Dec, 2021
  • Venue

    Alpha Partners Professional Training Conference Centre. 200, Muritala Mohammed Way (3rd Floor), Yaba Lagos.

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