Workshop on Customer Experience (CX) and Brand Activation

Program Overview:

For a great customer experience, every interaction at every customer touch point must be exceptional. Customer Experience (CX) means creating and effectively managing your customers’ emotions. In fact, every single interaction that occurs between an organization and its customers fosters an emotion of some kind. Whether that emotion is deep frustration or sheer delight is largely up to you and how thoughtfully you design, plan, and execute the customer experience.

This course provides you with all you need to know about creating a customer centric culture and coming up with a workable customer experience framework for your organization. Narrowing down on the topic, you will be able to measure your customer service effectiveness, come up with CX strategies, measure your CX initiatives, and create areas for improvement in your CX programs.

For Whom:

This program is designed for customer service managers and executives, marketing, PR, communications, sales and operations professionals. It addresses professionals wishing to understand the importance and role of customer experience and to design and implement CX programs and build their competencies in marketing and sales and to develop their skills in such disciplines.

Learning Objectives:

At the end of the program, participants will be able to:

• define the scope of customer service and measure its effectiveness to ensure repeat customer and corporate growth;
• explain customer experience management to adapt to changing consumer expectations and create an awesome customer experience program;
• define customer experience strategies and use empathy to create desirable products/services and great customer interactions;
• measure customer experience performance to analyze problems and come up with recovery strategies and take corrective actions; and
• improve on customer experience practices to continuously meet service challenges and instill a customer centric culture.

Course Outline:

 Day 1: Customer service effectiveness

• Customer service definitions
• Understanding the customer’s problem
• The current customer mindset
• Top 10 reasons hindering CX improvement
• The effect of improving CX
• The secret sauce for CX effectiveness
• Building an uplift service culture
• Measuring customer service effectiveness

Day 2: Fundamentals of customer experience

• Steps to creating a great CX program
• Identifying CX killers
• Adapting to changing consumer expectations
• Diagnosing your company’s CX problems
• Core elements of a great CX
• The role of empathy in CX

 Training Methodology

Lectures, discussions, exercises, and case studies will be used to reinforce these teaching/learning methods.