Customer Experience Management

Identify areas for improvement that will improve the customer experience


1 day

Course overview

This course will help you understand what is important to your customers and will help you identify areas for improvement that will improve the customer experience and ultimately create customer loyalty. Focusing on internal factors such as strategy and alignment, it will provide you with the knowledge of what is needed to become a customer-focused organisation

Who should attend?

This course is designed for Customer Service/Experience Managers and Supervisors, Senior Managers/Directors and anyone who has responsibility and the authority to make changes within the organisation in order to improve the Customer Experience

Course content

  • Service as a Strategy
  • Competitive Advantage
  • Vision & Values
  • Employee Engagement
  • Experience Mapping
  • Measuring Customer Loyalty

Benefits for the individual

  • Understand why Customer Experience is key to success
  • Recognise the Importance of Organisational Culture
  • Develop and Implement an Improvement Plan
  • Effectively Measure the Customer Experience

Benefits for the organisation

  • Differentiate your organisation from competitors
  • Increase Employee Engagement
  • Produce better ROI/ROCE/EBIDAT
  • Create customer loyalty and advocacy

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