(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
• Significance of Employee Engagement
• CXM Strategy
– Customer Experience drivers.
• CXM Designs
- Employee capabilities
- CXM Return on Investments (ROI)
- External considerations
- Internal considerations.
DAY TWO
• Customer Equity
- Value proposition and customer motivation
- Customer bonding
- Brand strength
• Customer Centric Culture
- The SMaC
- Focused leadership
- Empowering the frontline
- Metrics that matter
- Feedback mechanism
• CXM Indices
- Churn rate
- Lifetime value
- CX pattern
- Measuring work processes.
DAY THREE
• Voice of the Customer (VoC)
- feedback
- primary needs
- Secondary needs
• Net Promoter Scores (NPS)
- Promoter Customers
- Passive Customers
- Detractor Customers
- NPS calculations.
