Customer Experience Management Program
Customer experience is the impression your customers have of your brand as a whole throughout all aspects of the buyer's journey. It results in their view of your brand and impacts factors related to your bottom line including revenue.
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Customer Experience is fast becoming the industry standard. Many companies have set up departments within their organizations to focus on Customer Experience. Consequently, the demand for people with customer experience knowledge (and certification) is very high.
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This course will focus on developing fundamental knowledge and practical skills needed for efficient customer experience management.
Program Objectives
01
How to envision, execute and measure customers' experience initiatives
02
Building a culture of customer-centricity within the organization
03
Appreciating brand implications on customer experience
04
Taking creative initiatives confidently
05
Sensing and communicating your insights effectively to the stakeholders
Course Content
Customer Experience Introduction
How does customer relationship management (CRM) differ from customer experience? How is customer loyalty, retention and advocacy affected with CX? How does CX connect with corporate vision and strategy?
Creative Problem Solving using Design Thinking
Building a mindset and a wider culture of being receptive to ideas while remaining objective and focused in solution finding. Development of critical thinking is a bonus in this approach.
CX Measurements
The module includes understanding the concept of touch-points across the user journey and aggregating the customer experience through the journey. Some popular measurements like Net promoter score, Average Handling Time or Customer Satisfaction Score (CSAT) etc. would be useful for the customer experience champions.
Understanding Brand & Brand Strategy
Understanding the interplay of group grand v/s contextual/divisional brand, product and brand positioning, importance of uniform messaging, importance of target segments and how they interact with the product or service differently.
Effective Communication
This topic would involve making focused and quality presentations in front of relevant stakeholders, building a skill of writing precise documents with good structure and presentable content. It will also train them on how to read body-language and keep interactions friendly, but professional.
Empathetic Listening & Conversations
Open-ended conversations provoke the customer to open-up about tacit needs and helps the customer experience champion, build a better rapport faster, improve customer satisfaction and customer engagement.
Diversity & Sensitivity Appreciation
This topic will help create a positive and inclusive culture by breaking unconscious bias and preventing discrimination.
Lessons from this topic will not only be applicable in customer interactions, but also in building diversity and equality in the workplace.
Start your innovation journey. Get in touch with us today!
Are you looking for a standalone workshop for the team?
Are you looking for a power session on innovation and strategic foresight for your CXOs?
Are you looking at long term culture-building initiative in your organisation?
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Get in touch with us here.