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Customer Experience for Managers Training

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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 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 Training 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

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.

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 Course Recommended Reading

Managing the Customer Experience: Turning Customers into Advocates - Joe Wheeler, Shaun Smith – buy from amazon

Download course outline as pdf.