Customer Experience Management هذه الدورة تدرس باللغة الإنجليزية

تفاصيل الدورة

Course Description:

Increasingly, organisations are recognising that the complete experience enjoyed or endured by their clients' imperative to customer retention, growth and profitability. CE at UP in association with Consulta Research presents a four-day course on Customer Experience Management (CEM).

The course focuses on the development and execution of CEM measurement, strategies and implementation. It provides a deeper understanding of the essentials of CEM for organisations wishing to increase customer retention, growth, loyalty and profitability. Delegates will be on their way to become customer experience specialists and address one of the fastest growing needs in modern organisations.
 
Who should attend?

Managers involved with Customers, Services, Sales, Accounts, Marketing, Public Relations, etc
 
How attendees will benefit?

After completion of the programme, delegates will be able to:

•  Identify, differentiate and understand the different concepts in the field CEM.
•  Understand how customers process information relating to:
•  The role that information processing styles play in the experience of customers.
•  The internal psychological processes (perceptual, cognitive, affective and behavioural) affecting customer experience.
•  Understand the primary outcomes of CEM:
•  Customer Loyalty
•  Customer Retention
•  Customer Advocacy
• Understanding the impact of CEM on business performance (sustainability, growth, profit, sales efficiencies)
•  Understand CE through the utilization of various measurement methodologies (Voice of Customer [VoC]; Customer Satisfaction Measurement [CSM]; Customer Satisfaction Index [CSI]; GAPs; etc). 
•  Understand the use of internal stakeholder feedback (Voice of Staff [VoS]) to constantly improve customer experience.
•  Develop a Customer Experience Management Strategy for various industries.
•  Understand CE through the utilization of various measurement methodologies (Voice of Customer [VoC]; Customer Satisfaction Measurement [CSM]; Customer Satisfaction Index [CSI]; GAPs; etc). 
•  Understand the use of internal stakeholder feedback (Voice of Staff [VoS]) to constantly improve customer experience.

 
Course Content:

The programme covers the following topics:

•   Basic principles of CEM
•  Getting inside the mind of your client
•  Evaluating, interpretation and measuring the customer experience
•  Developing, designing and implementing (delivering) customer experience strategies
•  Developing a business case for CEM within the organisation

 
Course Style:

• Lecture or One-to-One training style.
• In house training.
• Group Training.
• Practical Training.

 
Remember:

• We provide this course in any place and at any time suitable for you.

تحديث بتاريخ 13 February, 2018