Designing Powerful Customer Experiences
...optimise every part of the customer journey
About the Programme
In the digital age where product commoditisation pervades, customer experience is a great opportunity to differentiate from competitors and grow market share.
Many organisations conduct customer service training but few offer a distinctive customer experience. The reason for this is that all too often the training is focused on generic customer service skills. Our approach is to start with your brand proposition, expectations of your most profitable target customers, your desired customer experience, and design a powerful customer experience to bring it all to life. This creates a context for the training so that the behaviours we teach are directly linked to the experience you wish to deliver.
Developing customer experience is a challenge many organisations are grappling with. While great service is a must, it's customer experience which differentiates you from your competition. This programme will provide you with the skills to develop and implement a coherent customer experience strategy.
How will I benefit?
Learn about customer experience (CEX) management in the digital economy
Learn from leading experts on powerful customer experience strategies and insights
Gain effective techniques for bringing the voice of the customer into the organisation
Develop customer experience maps and management options for your business
Learn new tools for unpacking value in the customer journey across multiple channels - leave with a clear methodology for improving your organisation's customer-centricity
Gain skills to achieve multi-department commitment to the customer experience strategy
Develop the confidence to lead the customer experience strategy in your organisation
Build a peer and expert network to support your customer experience strategy in the future
Develop customer lifetime value (CLV) strategies across acquisition, engagement and retention
Who should attend?
The programme is designed for managers who are responsible for creating and delivering powerful customer experiences and journeys. These include employees within sales, marketing, product and customer support and customer experience functions and is both strategic and tactical in content.
Programme fees include:
+ Full tuition
+ All materials
+ Attendance Certificate
+ Coaching follow-up
Online Format (12 hours, take over 2 days to 4 months)
£450 per delegate
£1,450 per group (4-10)
£1,650 per group (11-20)
Classroom Format (1,2,3 days)
£1,250 per group (2-4 delegates)
£1,650 per group (5-12 delegates)
2-day Applied Masterclass
£2,250 per group (2-4 delegates)
£2,650 per group (5-12 delegates)
3-day Professional Masterclass
£3.250 per group (2-4 delegates)
£3,650 per group (5-12 delegates)
Bookings: +44 (0)330 043 1483
All major credit & debit cards accepted
*for programmes held outside the UK, economy travel costs apply.
**VAT applicable in UK