Customer Experience Perfection For Modern Managers

Why Choose this 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 IEMA 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 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 Training Course for?

This IEMA 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 Training Course be Presented?

This IEMA training course will utilise a variety of proven adult learning techniques to ensure maximum understanding, comprehension and retention of the information presented. This dynamic 3-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.

Daily Agenda

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

The 2hrs Examination costs N25,000 only

IEMA Certificate of Completion for delegates who attend and complete the course

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