Customer Experience Management

375,00  (fără TVA)

What role does the customer experience play in the performance equation? The practice shows that it is worth investing to provide the customer with a memorable experience in multiple interactions with your organization.

Where – Zoom
When – there is currently no session scheduled
Period– 2 days

This program can also be delivered in-house (personalized for a group of participants from your company). Send us the details by accessing the registration button below.

What does the company want: satisfied / delighted / loyal customers?

  • What does customer satisfaction mean and how is it measured?
  • Net Promoter Score (NPS): calculation method, advantages and limits;
  • Is exceeding customer expectations a “golden rule” in marketing?
  • Customer effort score: calculation method, advantages and limits;
  • The benefits of loyalty to the brand for the supplier company and for the customer;
  • From attitudinal loyalty to behavioral loyalty;

Customer experience

  • Customer experience in B2C and / or B2B relationships;
  • Cognitive science and customer impression management;
  • Major mistakes in customer experience management;

Designing the customer experience

  • Customer contact points: diversity and impact on customer experience;
  • Tracing the paper / diagram of the interactions between the client and the company, during the client’s “journey” through the different contact points with the organization (customer journey map);
  • Recommendations on creating a valuable customer experience;

The company’s perspective on the customer experience

  • Self-assessment questionnaire of the experience offered to the client by your own company;
  • Identifying strengths and critical issues. Establishing areas of action;

The digital dimension of the customer experience

  • Customer expectations regarding experience in the digital environment;
  • Digital channels in the management of customer interactions;
  • A “borderless” experience: the challenges of integrating offline and online channels of customer interaction;

How do you evaluate the customer experience?

  • Dimensions of customer experience: success, effort and emotion;
  • The amount of trust in the company;

What is the value of customer experience for the company?

  • How do you calculate the impact of a positive / negative customer experience, in relation to your brand / company?
  • Impact of customer experience on company performance;
  • The impact of customer loyalty on the company’s revenues;
  • Who is responsible for measuring customer experience?
  • Actions that can be taken based on the results of the customer experience measurement;

Organization for ensuring excellence in creating a valuable customer experience

  • Aligning an organization to achieve the goal of consistently providing customers with an integrated, excellent and memorable experience;
  • What key competences should the company develop?
  • Two major perspectives: customer experience and employee experience;
  • Questionnaire evaluation of the experience of employees within their own organization;
  • A new leader in the company: the director responsible for customer relations (CCO); responsibilities and goals.

Dr. Carmen Bălan

She is one of the most renowned marketing experts, as a teacher, researcher and consultant. She attended training programs at Harvard Business School, Chartered Institute of Marketing, Wirtschaftsuniversitat (Austria). Member of the prestigious American Marketing Association.

This course is dedicated to:

  • Marketing, sales and customer service managers of companies in the B2C and B2B sectors;
  • Managers and entrepreneurs interested in investing in customer experience and loyalty;
  • Other stakeholders involved in providing clients with excellent levels of experience in order to increase their competitive advantage.
  • Conduct an individual self-assessment, based on a questionnaire, of the customer experience in your own company and identify the strengths and critical aspects that require concrete actions;
  • Learn how to properly evaluate, based on the questionnaire, the experience of the employees (internal customer) within the company;
  • Find out which are the most suitable indicators for evaluating and monitoring the customer experience;
    You have the opportunity to make a direct observation, “on the field”, of the experience offered to customers by a company / brand in a certain area of activity (the module of practical activity);
  • Create a “customer journey map” map / diagram with the other participants in each team.

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Do you have any questions?

Don’t hesitate to call or write us, full details can be found in the Contact section.

EXEC-EDU CUSTOMERS

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Your place to grow

Nivel

Entrepreneur, Middle management, Top management

Trainer

Dr. Carmen Bălan

Categorie

Grow Expertise

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