Customer Experience Perfection for Modern Managers

Date Format Fees  
25 Jun - 28 Jun, 2024 Classroom ₦250,000 Register
26 Nov - 29 Nov, 2024 Classroom ₦250,000 Register
25 Jun - 28 Jun, 2024 Classroom ₦250,000 Register

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

 

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

 

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

 

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, participants will go back to the workplace with both the ability and the confidence to apply the techniques learned to their duties.

  • Venue

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

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