Customer Experience for Managers Training

Course Introduction

The duration of this course is one day. This course allows the delegates to understand the basic concept of Customer Experience (CX). A candidate can also learn how the customer experience is different from customer service. This course enables the managers to understand the practically designing and delivery of the strategy. A participant will get familiar with the tools and techniques of customer experience. A delegate can create the business case and execute the customer experience strategy.

A delegate can understand the concept of customer experience strategy
Learn the concept to build the business case for customer experience investments
Gain the knowledge about how to assess the customer experience of organisation
Understand the emotional engagement and their importance in customer experience
A candidate can learn the designing process of customer experience programme to deliver the CX strategy.
Gain the knowledge to develop the customer experience culture.

What’s included

BPT offers more benefits. Here is what's included with this course:

Tutor Support

Certificate

Refreshment

Prerequisites

Any person can conduct this course, so there are no prerequisites.
No need to learn the pre-course.

Delegates will learn how to

The candidates will learn about:

Understand the importance of customer experience
Learn how customer experience is differ from the customer service
Gain the knowledge about live customer experience and their reviews
Understand the construction of business case for the Customer experience
Learn the concept to develop the KPIs of customer experience
Understand the tools and techniques of customer experience
Define the framework of customer experience

Target Audience

A director, manager or any other person can attend this course who wants to improve their skills to manage the customer experience.

Course Information

Best Practice Training's Customer Experience for Managers Training course focuses on measuring and improving customer loyalty, reliability and dependency. During the course, the delegates will learn how to design customer experience programme to deliver the strategy. They will also learn how to develop customer experience strategy and customer experience culture. The course includes assessing the customer experiences, customer experiences investment, strategy development and KPIs, customer experience tools and techniques and more.

An Introduction

Define the customer experience
Importance of the customer experience
Difference between customer experience and customer service
How customer experience drives profitability, growth, and loyalty
Customer experience in Business-to-business (B2B) and Business to Consumer (B2C)
Customer experience implementation models
Customer Experience Lifecycle

Assessing the Customer Experiences

Explain the concept of live customer experiences
Understand the Live experience review
Emotional engagement
Designing the emotional experiences
The importance of emotions

The Business Case For Customer Experience Investment

How to Construct the business case
Outline case studies
How to Selling the business case
Types of Customer Research
How to use and present the customer research

A Practical Approach to Strategy Development & KPIs

How to Research for own strategy
How to Construct own strategy
Examples of strategies
How to use strategy and communicate with Strategy
How to develop KPIs to support strategy

Customer Experience Tools and Techniques

Understand the concept of customer experience research
Walking the customer experience
How to assess the customer experience
How to Identify the opportunities for improvement
How to design the customer experience
How to implement and embed the change

Building a Customer Experience Culture

Framework for the customer experience culture
How to build the continuous improvement