Introduction
Customer experience management is now seen as vital to every brand’s success. Customer experience is told from the customers' perspective.
Programme objectives
- It's how they feel about your brand.
- Do they feel satisfied giving you, their business?
- The training will provide hands-on experience utilizing various customer experience tools and techniques such as customer surveys, customer personas and customer feedback analysis. It will include best practices in customer experience management and how to create a customer centric culture.
What we cover
- Why Customer Experience matters?
- Difference between customer experience and customer service?
- Customer Persona & Needs Assessment
- Customer journey mapping and touchpoints
- Digital Customer Experience- Managing interactions with brand.
- Connecting With Customers-communicating with excellence
- Customer Experience Measurement And Analysis-Voice of the customer, Net promoter score etc.
- Managing Interactions With Different Customers
- Managing Emotions and showing empathy.
- Enhancing The Customer Experience
- Understand Customer Retention Strategies for growth.
What participants will gain
- Understand core concepts of customer experience management and its practicality in the business arena
- Develop a customer experience strategy and align with business strategy.
- Connect digital strategy with customer experience and learn to map the customer journey to drive actionable change
- Understand the science behind customer experience measurement and feedback: Voice of the customer, employee and process.
- Understand the importance of empathy and connect customers emotionally to the
- Recognize the importance of defining the roles employees play in delivering the
- customer experience
- Learn how to manage interactions and communications with different customers
- Understand how to retain customers for business growth