Customer Experience for Managers training - 2 days - Price on application
Customer Experience for Managers training uk
Businesses are increasingly recognising the complete experience enjoyed or endured by their customers is critical to customer retention, profitability and growth.
This two day Customer Experience for Managers training 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 customer experience tools and techniques.
Customer Experience for Managers Training Course Objectives
By the end of this Customer Experience for Managers training course, you will learn how to:
- Build the business case for customer experience investment
- Assess your organisation’s customer experience
- Develop a customer experience strategy
- Design a customer experience programme to deliver the strategy
- Develop your organisation’s customer experience culture.
Customer Experience for Managers Course Benefits
Organisations invest heavily to develop and deliver quality product and services but too often ignore the overall experience provided to the customer. How the customer feels about their experience is critical to customer's purchasing and loyalty decisions. Delivering a valued experience therefore can drive customer growth, profitability and loyalty.
The course provides an understanding of how customer experience differs from customer service. It provides a practical understanding of the value and case for the development and delivery of a customer experience strategy. The course also provides a practical understanding of how to design and deliver a strategy and how it can drive customer growth, profitability, and loyalty.
Customer Experience for Managers Training Course Content
COURSE CONTENT
Introduction
- What is customer experience about and why it is important?
- How customer experience differs from customer service?
- How customer experience drives growth, profitability, and loyalty
- Customer experience in B2B and B2C
Assessing Customer Experiences
- Live customer experiences
- Live experience review
- The importance of emotions
The Business Case For Customer Experience
- Constructing your business case
- Outline case studies
- Selling your business case
- Using and presenting customer research
A Practical Approach To Strategy Development & KPIs
- Researching for your strategy
- Constructing your strategy
- Examples of strategies
- How to use & communicate your strategy
- Developing KPIs to support your strategy
Customer Experience Tools and Techniques
- Customer experience research
- Walking the customer experience
- Assessing the customer experience
- Identifying and assessing opportunities for improvement
- Designing customer experience
- Designing emotional experiences
- Implementing & embedding change
Building A Customer Experience Culture
- Framework for a customer experience culture Alignment
- Building continuous improvement
By the end of the course directors and managers will be able to put together a compelling business case for a Customer Experience programme and understand at least in principal how to deliver it.
Customer Experience for Managers Who should attend?
This Customer Experience for Managers course is for directors, managers and supervisors who want to know more about developing and implementing a customer experience improvement programme in their organisation.
Customer Experience for Managers Training Recommended Reading
Managing the Customer Experience: Turning Customers into Advocates - Joe Wheeler, Shaun Smith – buy from amazon
home book this course resources 01273 622272 info@siliconbeachtraining.co.uk