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- Payment Terms: Enquire
- Locations: Dubai Abu Dhabi - United Arab Emirates England - United Kingdom England - United Kingdom Amsterdam Netherlands
- Duration / Course length: 5 Days
- Starting Date: Enquire About It
- Timings: Enquire
Course details
OverviewHow 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.
Objective
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
- Heads of Customer Experience
- Marketing Directors
- Brand Managers
- Customer Service Managers
Course Outlines
Module 1 - Introduction to Customer Experience
'Ow!' or 'Wow!'?
World Class Customer Experience
Service from the customer's perspective
Magic Moments
Module 2 - What do You Want Your Customer to Experience?
What is your current strategy?
How do customers currently experience your brand?
How does the 'customer experience' align with business goals?
Understanding the impact of the experience on customer retention and loyalty.
Module 3 - Managing Customer Expectations
What is it that customers ultimately want?
What do customers expect to get now and in the future?
What do customers expect before or after making a purchase?
What factors influence purchase decisions and how can you take advantage of these factors to improve the customer experience?
Module 4 - Designing your customer experience
Defining your Customer Experience Statement (CES)
Customer journey mapping
The Six Pillar model
The Disney 6 step theme park experience process.
Module 5 - Ongoing Customer Experience Management
Listen to your customers (VoC)
Handling customer complaints in the digital age
Tools for measuring and reporting results
Building a Service Culture
Creating customer 'love' for your brand
Creating your service manifesto.
Module 6 - Seamless Customer Experience
Multi-channel experience
Best practice case study: APPLE
Customer engagement strategies
Customer touch-points and communication
Practical case study
Personal Action Plan Updated on 19 August, 2024
Job roles this course is suitable for:
Head Of Customer Service , Marketing Director , brand manager , Customer Service ManagerCourse Location
About London Training For Excellence
Empowering Professionals for Over a Decade
London Training for Excellence is a leading provider of professional development programmes, established in 2013. For over eleven years, we have been committed to equipping individuals and organisations with the skills and knowledge they need to excel in today's ever-evolving business landscape.
A Breadth of Expertise
We offer a comprehensive range of training solutions across a diverse set of industries, including:
- Artificial Intelligence (AI): Stay ahead of the curve with cutting-edge training on AI applications, machine learning and data analysis.
- Contact Management: Learn best practices for building and nurturing relationships, managing communication workflows and leveraging technology to optimise your outreach efforts.
- Engineering: Enhance your technical expertise and stay current with the latest advancements in various engineering fields.
- Finance and Legal: Gain a deep understanding of financial concepts, legal frameworks and compliance requirements.
- Human Resources: Navigate the complexities of HR practices, from recruitment and onboarding to employee relations and performance management.
- Leadership and Management: Develop your leadership skills, communication techniques and team-building strategies.
- Logistics: Optimise your supply chain operations and ensure efficient delivery of goods and services.
- Marketing and Sales: Develop effective marketing strategies, hone your sales skills and drive business growth.
- Oil and Gas: Gain specialised knowledge and skills relevant to the oil and gas industry.
- Project Management: Master the art of project planning, execution and delivery to ensure successful project outcomes.
Our Approach
At London Training for Excellence, we believe in delivering high-quality, interactive training programmes that cater to diverse learning styles. Our experienced instructors are industry experts who combine theoretical knowledge with practical application.
Flexible Learning Solutions
We understand that busy professionals require flexible learning options. We offer a variety of delivery methods to suit your needs, including:
- In-person training: provides more significant face-to-face interaction. In a classroom setting, attendees can connect in real-time. In-person training also offers more opportunities for group activities and interactive projects.
- Online Courses: Our comprehensive online courses allow you to learn comfortably in your working environment.
- In-Company Training: Tailor training programmes specifically for your organisation's needs and deliver them on-site for maximum impact and employee convenience.
Investing in Your Success
By investing in training and development with London Training for Excellence, you will gain the knowledge and skills necessary to achieve your professional goals and contribute to the success of your organisation.
Contact Us Today
Let London Training for Excellence help you unlock your full potential and drive positive organisational change. Contact us today to discuss your training needs and explore how we can empower your workforce for the future.
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