Customer Experience Excellence

Positive ones, on the other hand, reinforce and strengthen your brand. Delivering a valuable and differentiated experience for customers is essential to any organisation’s strategy for growth and business survival. How your customers experience your company is critical to your brand. Poor customer experiences can have catastrophic effects on brand in a very short space of time.

Delegates will leave the course with clear action plans for creating an internal service culture focussed on delivering seamless customer experiences which support the brand and generate positive business outcomes.

This highly interactive course provides delegates with a methodology for designing and delivering a customer experience which positively reflects their brand and increases business from both new and existing customers. From strategy through to implementation and evalutation, delegates will learn how to create a deliberate and consistent customer experience which increases retention, generates positive word of mouth and builds customer loyalty.

Objective

By the end of this interactive training programme, you will be able to:

• Identify the elements of an effective customer experience strategy
• Strengthen customer loyalty through differentiated experiences
• Select effective techniques for bringing the voice of the customer into your organisation
• Map your customer journeys
• Encourage a service culture
• Develop an action plan to create seamless customer experiences

Course Outline

Module 1 – Introduction to Customer Experience

• ‘Ow!’ or ‘Wow!’?
• World Class Customer Experience
• Service from the customer’s perspective
• Magic Moments

Module 2 – What do You Want Your Customer to Experience?

• What is your current strategy?
• How do customers currently experience your brand?
• How does the ‘customer experience’ align with business goals?
• Understanding the impact of the experience on customer retention and loyalty.

Module 3 – Managing Customer Expectations

• What is it that customers ultimately want?
• What do customers expect to get now and in the future?
• What do customers expect before or after making a purchase?
• What factors influence purchase decisions and how can you take advantage of these factors to improve the customer experience?

Module 4 – Designing your customer experience

• Defining your Customer Experience Statement (CES)
• Customer journey mapping
• The Six Pillar model
• The Disney 6 step theme park experience process.

Module 5 – Ongoing Customer Experience Management

• Listen to your customers (VoC)
• Handling customer complaints in the digital age
• Tools for measuring and reporting results
• Building a Service Culture
• Creating customer ‘love’ for your brand
• Creating your service manifesto.

Module 6 – Seamless Customer Experience

• Multi-channel experience
• Best practice case study: APPLE
• Customer engagement strategies
• Customer touch-points and communication
• Practical case study
• Personal Action Plan