This programme can run as an online or classroom training
(Available also for Customised Training by Duration, Venue & Fee)
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.
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
What Should Your Customer Truly Experience:
– Functional & physical outcomes
– Emotional outcomes
– Social outcomes
– Life changing outcomes.
The Different Customer Categories to Encounter
CXM Value Drivers - Customer Equity
Value proposition and customer motivation
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
Voice of the Customer (VoC) – Employees Feedback
How engaged are the employees?
Voice of the Customer (VoC) – Customer Feedback
Net Promoter Scores (NPS)
Customer loyalty ladder
CXM Readiness Assessments
How to Manage CXM Challenges.