Customer Experience for Managers

Silicon Beach Training Ltd.
Brighton, East Sussex, United Kingdom

Course Format: Classroom | E-learning | Virtual Class | Online/Live | On-site/In-house | Blended | Self-paced

Course Description:

'' Businesses are increasingly recognising the complete experience enjoyed or endured by their customers is critical to customer retention, profitability and growth.

This two day Customer Experience for Managers training course addresses why the customer experience is crucial and assists delegates wishing to build the business case, and develop and execute a customer experience strategy. The course also provides an outline of simple customer experience tools and techniques.

Customer Experience for Managers Training Course Objectives
By the end of this Customer Experience for Managers training course, you will learn how to:

Build the business case for customer experience investment
Assess your organisation’s customer experience
Develop a customer experience strategy
Design a customer experience programme to deliver the strategy
Develop your organisation’s customer experience culture.
Customer Experience for Managers Course Benefits
Organisations invest heavily to develop and deliver quality product and services but too often ignore the overall experience provided to the customer. How the customer feels about their experience is critical to customer’s purchasing and loyalty decisions. Delivering a valued experience therefore can drive customer growth, profitability and loyalty.

The course provides an understanding of how customer experience differs from customer service. It provides a practical understanding of the value and case for the development and delivery of a customer experience strategy. The course also provides a practical understanding of how to design and deliver a strategy and how it can drive customer growth, profitability, and loyalty.

Customer Experience for Managers Training Course Content
Introduction
What is customer experience about and why it is important?
How customer experience differs from customer service?
How customer experience drives growth, profitability, and loyalty
Customer experience in B2B and B2C
Assessing Customer Experiences
Live customer experiences
Live experience review
The importance of emotions
The Business Case For Customer Experience
Constructing your business case
Outline case studies
Selling your business case
Using and presenting customer research
A Practical Approach To Strategy Development & KPIs
Researching for your strategy
Constructing your strategy
Examples of strategies
How to use & communicate your strategy
Developing KPIs to support your strategy
Customer Experience Tools and Techniques
Customer experience research
Walking the customer experience
Assessing the customer experience
Identifying and assessing opportunities for improvement
Designing customer experience
Designing emotional experiences
Implementing & embedding change
Building A Customer Experience Culture
Framework for a customer experience culture Alignment
Building continuous improvement
By the end of the course directors and managers will be able to put together a compelling business case for a Customer Experience programme and understand at least in principal how to deliver it. ...''

Elements of this syllabus are subject to change.

Phone:+44 (0)1273 622272

School Address/Venue(s):

86 Gloucester Road
Brighton
East Sussex
BN1 4AP
UK

Jobs & Resumes: Brighton
Houses & Roommates: Brighton

Search other schools for Customer Experience for Managers training resources.

Key Account Management
Customer Service Excellence
Sales
Sales Management
Telephone Sales
Customer Relationship Management
NLP for Sales
Negotiation Skills
Marketing
Sales & Marketing

Notice: The course description on this page was captured from the Internet as historical reference or submitted by visitors. It was archived statically and not updated from day to day.
 

Facts: This website holds more than 300,000 training course records worldwide, with hundreds of new postings daily. All services in this website are free!