This programme can run as an online or classroom training

(Available also for Customised Training by Duration, Venue & Fee)

Course Objectives

Customers, truly, provide the sources of the lifeblood for any business. But truly also, not all customers of any business are created equal. Some require more attention than others. By gaining insights on needs, preferences and behaviours, management of customer experience journeys can be optimized at critical touch points.

This course provides participants with an understanding of the essentials they need to know, the frameworks as well as templates they must have to get off to a great start in Customer Experience Management. They will be exposed to:

What a Customer Experience Management (CXM) is really about.

How to design a CXM Strategy.

The various CXM measures in use and their advantages and disadvantages.

How to improve the concepts that underpin the CXM.

Methods to assess how customer centric the organization is and what need to change.

Understand the implementation process.

Course Contents

DAY ONE

CXM and Relevant Definitions 

CXM Skills of Individuals

                   – the good and the bad skills

Corporate CXM Processes

                   – The Customer Journey

                   –  Analysis of the Touch Points

CXM Inspirations

What Should Your Customer Truly Experience:

          –  Functional & physical outcomes

          –  Emotional outcomes

          –  Social outcomes

          –  Life changing outcomes.

DAY TWO

The Different Customer Categories to Encounter

CXM Value Drivers - Customer Equity

Value proposition and customer motivation

Customer bonding

Brand strength

CXM Strategy and Designs

The Balanced Scorecard approach

The ten-questions strategy

CXM strategy metrics

CXM Process Audit

Forces working in our favour

Obstacles we are experiencing

Achieving continuous improvements

Customer Centric Culture

                   - Focused leadership

                   - Empowering the frontline

                   - Metrics that matter

                   - Feedback mechanism

                   - The SMaC

DAY THREE

Voice of the Customer (VoC) – Employees Feedback

How engaged are the employees?

Voice of the Customer (VoC) – Customer Feedback

Voc surveys

VoC analysis

Net Promoter Scores (NPS)

Customer loyalty ladder

Passive customers

Detractor customers

NPS calculations

CXM Readiness Assessments

How to Manage CXM Challenges.