Customer Experience Excellence

Delivering a valuable and differentiated experience for customers is essential to any organisation's strategy for growth and business survival. This course will provide delegates with a methodology for addressing the customer experience strategy challenge. The course is interactive straightforward and focused on the steps of how to make your organization's customer experience a consistently positive one.

Heads of Customer Experience, Marketing Directors, Brand Managers, Customer Service Managers.

CPD

Module 1 - Introduction to Customer Experience 'Ow!' or 'Wow!'? World Class Customer Experience Service from the customer's perspective. Magic Moments.

Module 2 - What do You Want Your Customer to Experience? What is your current strategy? What is your current customer service experience? How does the 'customer experience' align with business goals? Understanding the impact of the experience on customer retention and loyalty.

Module 3 - Managing Customer Expectations. What is it that customers ultimately want? What do customers expect to get now and in the future? What do customers expect before or after making a purchase? What factors influence purchase decisions and how can you take advantage of these factors to improve the customer experience?

Module 4 - Designing your customer experience. Defining your CustomerExperience Statement (CES). Customer journey mapping. The Six Pillar model. The Disney 6 step theme park experience process.

Module 5 - Ongoing Customer Experience Management. Listen to your customers (VoC). Handling customer complaints in the digital age. Tools for measuring and reporting results. Building a Service Culture Creating customer love for your brand. Creating your service manifesto.

Module 6 - Seamless Customer Experience. Multi-channel experience.

Best practice case study:

APPLE Customer engagement strategies. Customer touch-points and communication. Practical case study. Personal Action Plan.

London Training for Excellence offer a wide range of training courses in London for organisations and individuals who wish to advance their skills and knowledge in the business world. With a great training centre in London, London TFE have everything that is needed to understand the basic needs of a business. Each course focuses on the ‘real-life’ issues a business could face and how to tackle them with ease.

London TFE have a team of enthusiastic leaders and instructors who share a passion for education and want to deliver that same passion to every individual who wish to take a business to succession. Each training courses London encourages individual to aim high and reach their full potential.