Who should attend
- Level 3 - New Managers
- Level 4 - Managers
- Level 5 - Senior Managers & Directors
About the course
Regardless of industry, experience, or current reputation, businesses cannot afford to offer a lackluster customer experience. Quality customer experience is essential to business success for a myriad of reasons such as retention rates, marketability and ultimately your bottom line.
This programme will enable you to strategise and differentiate on your customer experience so to improve your competitive standing.
Participants will be able to gain insights on how to enhance their customer experience by identifying opportunities and pain points. Demonstrate methods to implement and evaluate their improved customer experience strategy.
Understand the difference between customer experience and a service transaction
Recognise the components of a customer journey map
Identify pain points and opportunities to innovate
Develop an enhance customer journey map
Plan the implementation and evaluation of the enhanced customer experience
Customer experience a ‘new’ buzz word?
Customer journey map
Factors which impact customer experience
Who is your customer
Customer Experience Strategy
Implement & measure the improved customer experience
Technologies to enhance CX
As part of the training and learning during this course, photography and/or video recording of participants in action will be done.
Because of COVID-19, many providers are cancelling or postponing in-person programs or providing online participation options.
We are happy to help you find a suitable online alternative.