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Course Introduction

Businesses increasingly understand the value of customer experience. Customer Experience is not only about serving customers, knowing where to buy products and what brands the customers like. It’s about understanding customers deeply so that the organisation can deliver optimised and better experiences to increase the engagement and loyalty of customers. To achieve this goal, learn to measure touch points and discuss different modules to determine the perfect business strategy for an organisation.  Throughout the course, you will get a practical understanding of Customer experience management. Datrix Training offers Customer Experience for Managers Training course to improve and measure the loyality of customers.

What's Included

Find out what's included in the training programme.

Instructor

Certificate

Refreshments

Course Manual

Course Content

Introduction

  • What is customer experience?
  • Why is customer experience important?
  • Difference between customer experience and customer service
  • Role of customer experience in loyalty, growth and profitability
  • Customer experience in B2C and B2B

Assess customer experience

  • Customer experience review
  • Role of emotions
  • Live customer experiences

Business case for Customer experience

  • Develop business case
  • Sell business case
  • Use and present customer research
  • Outline case studies

Approach to strategy development and KPI's

  • Research for strategy
  • Construct strategy
  • Strategy examples
  • Learn to use and communicate strategy
  • Create KPI's to support strategy

Tools and techniques

  • Research customer experience
  • Walk customer experience
  • Assess customer experience
  • Identify and assess opportunities for improvement
  • Design customer experience
  • Design emotional experience
  • Implement and Embed change

Build customer experience culture

  • Build continuous improvement
  • Framework for customer experience culture alignment

 

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Delivery Methods

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Classroom Training

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Online Training

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Virtual Training

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Onsite Training
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Customer Experience for Managers Training Enquiry

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Reach us at 44 161 768 4797 or info@datrixtraining.com for more information.

FAQs

Organisations invest a significant amount of money to deliver and develop quality services and products, but most of the time they ignore overall experience provided to the customers. Learn how customers feel about their knowledge related to purchasing decisions. Deliver a valuable experience so that it drives customer growth, loyalty and raise profits. During this course, also gain an understanding of the difference between customer service and customer experience. Gain a practical knowledge of the value and delivering customer experience strategy. Also, gain knowledge of how to design and deliver the plan.

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