Customer Experience Perfection

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

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:

Public Relations managers, Supervisors, Officers and Others who perform related functions both in public and private sector

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: 1st – 4th Mar, 2022                            

2ND BATCH: 26th – 29th July, 2022

3RD BATCH: 1st – 4th Nov, 2022