An online intensive professional development training course on
Customer
Experience Perfection
for Modern Managers
Making Customer Experience your Competitive Advantage
|
09 -
13 Oct 2023
|
$ 3,950
|
Also Available in
Classroom - In-Person Course
Brochure
Why Choose this Online Training Course?
Customers are more informed, connected, and empowered than ever before. In a world where customers are in control, managers must understand the importance of focusing on the customer experience (CX) and want to enhance customer value through managing the customer experience. This is a practical training for modern managers who want to know why, what and how to implement amazing customer experience whilst looking for practical and valuable solutions. During training, managers will find pragmatic ways to improve their customers’ experience and utilize customer intelligence to competitive advantage. They will also benefit from practical ideas and real-life examples.
This AZTech online training course will feature:
- Essentials of customer experience
- The concept of customer experience strategies
- Creating and measuring customer journeys
- Employing top customer service personnel
- Creating a customer-focused organization
What are the Goals?
By the end of this online 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
Who is this Online Training Course for?
This AZTech online training course is suitable to a wide range of professionals but will greatly benefit:
- Customer Experience Managers / Directors / Officers
- Head of Customer Service Department
- Customer Relationship Managers
- Customer Service Department Managers / Supervisors
- Customer Satisfaction Managers / Directors / Supervisors
- Account Managers / Team Leaders / Team Managers
- Other managers required to understand customer experience
How will this Online Training Course be Presented?
This AZTech online training course will utilise a variety of proven adult learning techniques to ensure maximum understanding, comprehension and retention of the information presented. This dynamic 5-day training course, Customer Experience Perfection for Modern Managers seminar is highly interactive and encourages delegate participation through a combination of role-play exercises, group discussion, videos and up-to-date case studies. This training course will include benchmarking best practices to model world-class customer experience. Delegates will walk away from this seminar with the skills to develop the customer experience for their organisation.
The Course Content
Day One: Essentials of Customer Experience Management (CXM)
- 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
Day Two: 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
Day Three: 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
Day Four: 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
Day Five: 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
The Course Schedule
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10:30 - 11:00 |
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Welcome, Setup, Registration (Day 1 Only) |
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11:00 – 12:30 |
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First Session |
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12:30 – 12:45 |
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Break (15 minutes) |
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12:45 – 14:15 |
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Second Session |
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14:15 – 14:30 |
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Break (15 minutes) |
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14:30 – 16:00 |
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Third Session |
The Certificate
- An AZTech e-Certificate will be provided to delegates who attend and complete the online training course
