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    Powerful Customer Experiences

    Intermediate

    Opitimse every part of the customer journey

    Course Code: VS14

    Duration: 2 days

    Overview

    In the digital age where product commoditisation pervades, customer experience is a great opportunity to differentiate from competitors and grow market share.

    Many organisations conduct customer service training but few offer a distinctive customer experience. The reason for this is that all too often the training is focused on generic customer service skills.

    Our approach is to start with your brand proposition, expectations of your most profitable target customers, your desired customer experience, and design a powerful customer experience to bring it all to life.

    This creates a context for the training so that the behaviours we teach are directly linked to the experience you wish to deliver.

    Who Should Attend

    The programme is designed for managers who are responsible for creating and delivering powerful customer experiences and journeys. These include employees within sales, marketing, product and customer support and customer experience functions and is both strategic and tactical in content.

    Benefits

    Developing customer experience is a challenge many organisations are grappling with. While great service is a must, it's customer experience which differentiates you from your competition. This programme will provide you with the skills to develop and implement a coherent customer experience strategy.

    Learning Outcomes

    • Learn about customer experience (CX) management in the digital economy
    • Learn from leading experts on powerful customer experience strategies and insights
    • Gain effective techniques for bringing the voice of the customer into the organisation
    • Develop customer experience maps and management options for your business
    • Learn new tools for unpacking value in the customer journey across multiple channels
    • Leave with a clear methodology for improving your organisation's customer-centricity
    • Gain skills to achieve multi-department commitment to the customer experience strategy
    • Develop the confidence to lead the customer experience strategy in your organisation
    • Build a peer and expert network to support your customer experience strategy
    • Develop customer lifetime value (CLV) strategies

    Downloadable Resources

    Course Outline

    How to take this course

    In-company Training

    E Learning

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