DELIVERING HAPPINESS - CUSTOMER EXPERIENCE MANAGEMENT (CXM)
Live-Online Training: N145,125
Classroom Training: N 220,375
3 - 4 participants: 5% discount
5 or more participants: 10% discount
(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 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 through Engagement Principles
- customer acquisition
- customer servicing
- customer loyalty hooks
- 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.