Corporate Training
Customer Experience in Modern Management
Description
Customer experience, also known as CX, is your customers’ holistic perception of their experience with your business or brand.
CX is the result of every interaction a customer has with your business, from navigating the website to talking to customer service and receiving the product/service they bought from you.
Delivering a great customer experience is hugely important for any business. The better experience customers have, the more repeat custom and positive reviews you’ll receive, while simultaneously reducing the friction of customer complaints and returns. This course will help you gain better insights and knowledge about the CX modern techniques for an optimized management strategy.
Learning Outcomes
On successful completion of the course, you should be able to:
- Learn about the CS essentials and its role in organizations
- Measure and analyze CX effectively
- Manage the customer journey and improve related practice
- Set standards for CX excellence
Who should attend:
- Sales officers and managers
- Call center officers and managers
- Operations officers and managers
- Marketing officers and managers
- Every person in the organization who deals with clients and customers and wants to improve their skills for a better customer experience
Course Outline
- Customer Experience Essentials and Its Role in Your Organization
- What is customer experience, and why is it important?
- How is CX different from customer service
- What’s in it for my organization and me?
- Customer experience pyramid
- Fundamental Elements of Customer Experience
- Strategy
- People
- Technology
- Operations and processes
- Measuring and Analyzing Customer Experience
- How to choose KPIs and metrics to measure
- Which metrics to choose
- Best means and tools to collect necessary information from your customers
- Customer Journey Management and Continuous Improvement
- Implementation stage – resistance you can face during implementation and how to deal with it
- Seeing feedback from internal and external customers as a source for enhancing CX
- Double-checking touchpoints and roadblocks to find new insights
- Checking existing processes and operation for further improvement
- Setting the Standards for Customer Experience Excellence
- Designing the right CX standards and new insights
- Checking existing processes and operation for further improvement
- Setting and applying the standards and guidelines
- Designing the right CX standards
- Setting and applying the standards and guidelines
- Control of implementation of CX standards at all levels of the company
Description
Customer experience, also known as CX, is your customers’ holistic perception of their experience with your business or brand.
CX is the result of every interaction a customer has with your business, from navigating the website to talking to customer service and receiving the product/service they bought from you.
Delivering a great customer experience is hugely important for any business. The better experience customers have, the more repeat custom and positive reviews you’ll receive, while simultaneously reducing the friction of customer complaints and returns. This course will help you gain better insights and knowledge about the CX modern techniques for an optimized management strategy.
Learning Outcomes
On successful completion of the course, you should be able to:
- Learn about the CS essentials and its role in organizations
- Measure and analyze CX effectively
- Manage the customer journey and improve related practice
- Set standards for CX excellence
Who should attend:
- Sales officers and managers
- Call center officers and managers
- Operations officers and managers
- Marketing officers and managers
- Every person in the organization who deals with clients and customers and wants to improve their skills for a better customer experience
Course Outline
- Customer Experience Essentials and Its Role in Your Organization
- What is customer experience, and why is it important?
- How is CX different from customer service
- What’s in it for my organization and me?
- Customer experience pyramid
- Fundamental Elements of Customer Experience
- Strategy
- People
- Technology
- Operations and processes
- Measuring and Analyzing Customer Experience
- How to choose KPIs and metrics to measure
- Which metrics to choose
- Best means and tools to collect necessary information from your customers
- Customer Journey Management and Continuous Improvement
- Implementation stage – resistance you can face during implementation and how to deal with it
- Seeing feedback from internal and external customers as a source for enhancing CX
- Double-checking touchpoints and roadblocks to find new insights
- Checking existing processes and operation for further improvement
- Setting the Standards for Customer Experience Excellence
- Designing the right CX standards and new insights
- Checking existing processes and operation for further improvement
- Setting and applying the standards and guidelines
- Designing the right CX standards
- Setting and applying the standards and guidelines
- Control of implementation of CX standards at all levels of the company