People Skills - Customer Experience Management

Venue: Broomfield Hall
Hours: 7.00
Cost (£): 500.00

Course Overview

This course will ensure you understand what is important to your customers and help you identify key areas for improvement that will enhance customer experience and ultimately create customer loyalty. Focusing on internal factors such as strategy and alignment, it will underscore what is needed to become a customer-focused organisation.

Course Content

• Service as a strategy
• Competitive advantage
• Vision and values
• Employee engagement
• Experience mapping
• Measuring customer loyalty
Benefits for the individual
• Understand why customer experience is key to success
• Recognise the importance of organisational culture
• Develop and implement an improvement plan
• Effectively measure customer experience
Benefits for the organisation
• Differentiate your organisation from competitors
• Increase employee engagement
• Produce better returns on investment
• Create customer loyalty and advocacy
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