- Payment Terms: Enquire
- Other Locations: Sheikh Zayed Rd - Dubai East London
- Duration / Course length: Upto 6 Days
- Starting Date: Enquire About It
- Timings: Enquire
Course details
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.
Eligibility / Requirements
Managers involved with Customers, Services, Sales, Accounts, Marketing, Public Relations, etc
Job roles this course is suitable for:
Customer Business Manager , Head Customer Experience , Customer Care Team Leader , Customer Care CoordinatorCourse Location
About British Academy For Training & Development
British Academy For Training & Development (BATD) is one of the leading Academies across the world in training and development solutions. Our vision has been workable, achievable and realistic, our resources to contributed to achieving it. Our services are open to all levels of organizations and people, since we believe in enabling and enhancing knowledge and skills. We operate in different parts of the world in more than 35 countries.
Mission
Through our specialized work in Management, Media, PR and Information Technology, we are working to:
- Improve organizational performance through customized training and development solutions.
- Enhance people’s skills and their ability to embrace changing career patterns, global mobility, technological developments and new ways of working.
- Provide organizations and individuals with unique opportunities to exchange business and management experience and knowledge on a global level.
- Provide customized and VIP training with very flexible and comfortable services for our values costumers.
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