Workshop on Customer Experience (CX) and Brand Activation

For a great customer experience, every interaction at every customer touch point must be exceptional. Customer Experience (CX) means creating and effectively managing your customers’ emotions. In fact, every single interaction that occurs between an organization and its customers fosters an emotion of some kind. Whether that emotion is deep frustration or sheer delight is largely up to you and how thoughtfully you design, plan, and execute the customer experience.

This course provides you with all you need to know about creating a customer centric culture and coming up with a workable customer experience framework for your organization. Narrowing down on the topic, you will be able to measure your customer service effectiveness, come up with CX strategies, measure your CX initiatives, and create areas for improvement in your CX programs.

For Whom:

This program is designed for customer service managers and executives, marketing, PR, communications, sales and operations professionals. It addresses professionals wishing to understand the importance and role of customer experience and to design and implement CX programs and build their competencies in marketing and sales and to develop their skills in such disciplines.

At the end of the program, participants will be able to:

• define the scope of customer service and measure its effectiveness to ensure repeat customer and corporate growth;
• explain customer experience management to adapt to changing consumer expectations and create an awesome customer experience program;
• define customer experience strategies and use empathy to create desirable products/services and great customer interactions;
• measure customer experience performance to analyze problems and come up with recovery strategies and take corrective actions; and
• improve on customer experience practices to continuously meet service challenges and instill a customer centric culture.

• Customer service definitions
• Understanding the customer’s problem
• The current customer mindset
• Top 10 reasons hindering CX improvement
• The effect of improving CX
• The secret sauce for CX effectiveness
• Building an uplift service culture
• Measuring customer service effectiveness

• Steps to creating a great CX program
• Identifying CX killers
• Adapting to changing consumer expectations
• Diagnosing your company’s CX problems
• Core elements of a great CX
• The role of empathy in CX

Training Methodology

Lectures, discussions, exercises, and case studies will be used to reinforce these teaching/learning methods.

AUSTINE ANAZIA B.Sc., (Mass Com.), M.Sc. (Business Administration) - Communication Specialist at Noritas Consultancy Services. A former Director of information and public relations with over 18 years of public relations management in public and private sector of the economy. Mr. Anazia has worked in various organizations as corporate communication / Public Relations manager before venturing into public service and rose to the position Director of information and public relations. Over the years Mr. Anazia has trained for both public and private sector organizations such as Julius Berger, PZ, Nigeria Aviation Management Authority, Seven Up, Lagos State establishment, etc. He will join others to bring his experience to bear on our programs.

Aderemi F. Adewale – B.Sc., M.Sc., MBA (Marketing) – An experienced marketing practitioner with over two decades of post-graduation work practice. Mr. Adewale worked with McGraw-Hill Book Co. USA as the Academic Representative for West Africa. He later joined The Boot Company Nig. Ltd. which later changed its name to (BCN PLC) as Area Sales Manager for West and North and he rose to become the General Manager and Chief Executive Officer of the company. He will bring his experience to bear on our programs