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
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
