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CUSTOMER EXPERIENCE Duration: 1 Day

Course Overview

Course overview This course will help you understand what is important to your customers and will help you identify areas for improvement that will improve the customer experience and ultimately create customer loyalty. Focusing on internal factors such as strategy and alignment, it will provide you with the knowledge of what is needed to become a customer-focused organisation.

 

 

 

 

Introduction – What is a Customer Experience?

  • What are the issues faced by participants?

Understanding why Customer Experience is key to success

  • Service as a Strategy
  • Differentiation
  • Competitive Advantage

Recognising the Importance of Organisational Culture

  • Vision & Values
  • Alignment
  • Employee Engagement

Developing and Implementing an Improvement Plan

  • Experience Mapping
  • Identify and prioritise areas for improvement
  • Setting targets for improvement to meet customers’ requirements
  • Defining success criteria

Measuring the Customer Experience

  • Net Promoter Score (NPS)

Putting it All into Practice

  • Putting together a personal action plan

This training can be tailored