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Customer Experience Excellence
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- Customer Experience and Relationship Management
- Customer Experience Excellence
CPD StandardsInstant confirmationGlobal presenceHow your customers experience your company is critical to your brand. Poor customer experiences can have catastrophic effects on brand in a very short space of time. Positive ones, on the other hand, reinforce and strengthen your brand. Delivering a valuable and differentiated experience for customers is essential to any organisation's strategy for growth and business survival.
This highly interactive course provides delegates with a methodology for designing and delivering a customer experience which positively reflects their brand and increases business from both new and existing customers. From strategy through to implementation and evalutation, delegates will learn how to create a deliberate and consistent customer experience which increases retention, generates positive word of mouth and builds customer loyalty.
Delegates will leave the course with clear action plans for creating an internal service culture focussed on delivering seamless customer experiences which support the brand and generate positive business outcomes.
Course Objectives
By the end of this interactive training programme, you will be able to:
- Identify the elements of an effective customer experience strategy
- Strengthen customer loyalty through differentiated experiences
- Select effective techniques for bringing the voice of the customer into your organisation
- Map your customer journeys
- Encourage a service culture
- Develop an action plan to create seamless customer experiences
Who Should Attend?
This course is designed for professionals responsible for shaping and delivering customer experiences, including:
- Heads of Customer Experience
- Marketing Directors
- Brand Managers
- Customer Service Managers
- Customer Experience Specialists
- Client Relationship Managers
- Business Owners and Entrepreneurs aiming to enhance customer loyalty
Course Outline
- Understanding the difference between 'Ow!' and 'Wow!' experiences
- Exploring the concept of World-Class Customer Experience
- Viewing service delivery from the customer's perspective
- Recognising the importance of Magic Moments in customer interactions
- Identifying key moments that impact customer perception and loyalty
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Accreditations
CPD Standards
Helping to develop learning worldwide.
ISO 9001:2015
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Our Customer Experience and Relationship Management training advisor — replies within an hour during working hours.
isabel@londontfe.com
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What our delegates say
Thank you for the opportunity for having attended Advanced Skills of the Bid and Tender Management Process from London Training for Excellence. It was a good experience as I find myself with added knowledge so as to contribute I a more quality manner to my com…
The course is very adaptable to everyday work and contributes to developing CSR framework in our own organisation. Very practical and useful.
The training provided by LondonTFE are very inspirational and thought provoking. The outlines are comprehensive and the method of teaching is mostly practice-oriented. The LondonTFE staff always been able to balance the composition of participants, which contr…
