Customer Experience Perfection for Modern Managers
Details
By the end of this training course, participants will be able to:
- Understand the customer experience framework
- Develop strategic approach for implementing CX
- Gain the knowledge of customer journeys
- Learn how to employ and motivate a CX team
- Learn how to create a customer focused culture
Outline
- The five steps of CXM framework
- The roles and responsibilities of a customer-focused manager
- Adapting new technologies to maximize impact on CX
- Essentials of profitable customer experience
- Facets of customer experience
- The seven core elements of great CX
Developing Customer Experience Strategy for Business
- Ten principals behind great customer experience
- Creating your value proposition
- Conducting customer research for benchmarking
- Evolving and transforming CX
- Practical steps for implementing CX innovation
- Case study: The Lego Group
Designing and Measuring Customer Experience
- Understanding clients’ needs and expectations
- Designing customer experiences: custom loyalty matrix
- Mapping the customer journey
- Understanding emotions in customer experience
- Key customer metrics and effective measuring
- Case study: The Apple customer experience
Hiring Top Customer Service Personnel
- Using BEST approach for hiring CX team
- Building CX Knowledge in the workforce
- Managing your CX Team
- Recognizing and rewarding performance
- Equipping and supporting teams for success
- Case Study: Cemex
Creating Customer-Focused Organisation
- The role and responsibility of customer-focused organization
- Organizational requirements for SXM
- Creating customer-focused corporate culture
- Customer experience vs. employee Experience
- Best Practices - Xerox’ Five Pillars of customer-focused strategy
- Action plan
FOR WHOM:
Marketing & Sales Personnel
TRAINING METHODOLOGY
The training methodology combines lectures, discussions, group exercises and illustrations. Participants will gain both theoretical and practical knowledge of the topics. The emphasis is on the practical application of the topics and as a result participant will go back to the workplace with both the ability and the confidence to apply the techniques learned to their duties.
Speaker/s
Special Offer
Schedules
Tue, Wed, Thu, Fri | 10:00 AM — 04:00 PM |
Tue, Wed, Thu, Fri | 10:00 AM — 04:00 PM |
No. of Days: | 4 |
Alpha Partners is a reputable firm of Training and Management Consultants with many years of corporate training experience in Finance, Accounting, Auditing, Banking, Management, Information Technology, Oil and Gas Sector, Security, Engineering, Public Relations, Secretarial Studies, Leadership, Marketing and other fields of human endeavour.
We are one of the leading players in the profession. Our firm, a multi-disciplinary one with highly talented, experienced and dedicated partners and staff who have experiences in different facets of working life was established in 1996 and has branches in Lagos, Enugu and Awka.
We offer a wide range of professional services, which covers audits, accounting, finance, taxation, ICT, security, engineering, insurance, human resources management, secretarial and consultancy services in all ramifications.
Our numerous clients attest to the high quality services we offer which contribute in no small measure in ensuring sound and efficient management of their resources.