The Customer Experience course is an excellent and thought-provoking program for any organization committed to their improving performance in a sustainable way. The course provides learners with excellent tools and skills to develop and implement a coherent customer experience strategy. It provides insight and foresight to what is required to increase customer’s satisfaction, loyalty, retention, and growth. It teaches the participants valuable lessons on the development and implementation of Customer Experience measurement strategies. Participants will learn why Customer Experience is crucial and assists them to build the business case, develop and execute a customer experience. If you want to change how your customers experience your brand – attend this course!
Our Target Audience:
- Customer Service Specialists/Representatives/Managers/Supervisor
- Customer Experience Managers/Leaders
- Relationship Managers
- Managers and Leaders (Junior, Middle and Senior)
- Customer Loyalty Professionals
- CRM Professionals
- Marketing and Sales Professionals
- Customer Intelligence Professionals
- Individuals who want to improve their customer experience skills
Participants Will Learn:
Basic principles of Customer Experience Management.
Getting inside the mind of the client.
Assess your organization’s Customer Experience.
Build a case for Customer Experience Investment.
Evaluating, interpretation and measuring the customers experience.
Developing, designing and implementing Customer Experience strategies.
Design a Customer Experience program to deliver the strategy.
Develop your organization’s Customer Experience culture.
Training Outcomes at a Glance:
Develop, design and implement a Customer Experience strategy.
Design the customer journey.
Understanding and measure customer value the customer’s way.
Listening and acting on the customer’s voice.
Customer experience data integration.
Measuring customer experience.
Gain skills to ensure cross-functional/department to the customer experience strategy.
Kristie Kennedy Ward Florida
Dr. Mary Ritz is a prolific transformational thought leader who is highly skilled at creating an engaging atmosphere where mind altering dialogue can occur. She has an acute ability to connect the hearts of her audience instantly with her genuine approach to leadership, public service and behavioral change.