Customer Experience Management

September 26-27, 2019

OVERVIEW

Traditional organisations invest heavily to develop and deliver quality product and services but too often ignore the overall experience provided to the customer. But contemporary organisations are increasingly recognising that customer retention, growth and profitability rely heavily on the quality of customers’ interaction and experiences. How the customer feels about their experience is critical to customer’s purchasing and loyalty decisions. Delivering a valued experience therefore can drive customer growth, profitability and loyalty. This two day short course provides an understanding of how customer experience differs from customer service and addresses why the customer experience is crucial and assists delegates wishing to build the business case, and develop and execute a customer experience strategy. The course also provides an outline of simple customer experience tools and techniques.

KEY LEARNING OUTCOMES

The outcome of this program cannot be over emphasized; participants will be able to do the following:

  • identify, differentiate and understand the different concepts in the field of CEM;
  • understand how customers process information and the role that information process styles play in the buy-in decision of customers;
  • measure Customer Experience through the utilisation of various measurement methodologies;
  • develop your organisation’s customer experience culture.
  • develop a CEM strategy for various industries.

PREREQUISITE:

Completion of a Pre-Course Questionnaire and an Emotional Intelligence Assessment

TRAINING LEARNING CONTENT

MODULE 1

Customer Experience Management Strategy

·CEM Strategic Framework

·Using Technology to drive CEM

·Best Practices

MODULE 2

The New Customer Journey

·Customer Experience Mapping

·Digital Touchpoints

·Customer Experience Lifecycle

MODULE 3

Connecting with Customers

·Engaging & Delighting Customers

·Custom Listening & Sensing

·Mobile & Social Strategies

MODULE 4

Designing Experiences

·Design Thinking

·Experimentation & Testing

·Importance of Play

MODULE 5

Innovation & CEM

·Creativity & Innovation

·Wearables

·Internet of Things

MODULE 6

Product Management & CEM

·Product Management Framework for CEM

·Product Managers as CEM Leaders

·Communicating to C-Suite and VC Community

MODULE 7

Driving CEM Initiatives

·Strategic HR for CEM

·Change Management Issues for CEM

·Implementation Issues

DELIVERY MODE:

This is an interactive workshop and the learning methods will include:

  • Inputs
  • Exercises
  • Group Activities & Discussions
  • Hand-outs

Some of these exercises will be workshop bases, whilst other exercises will use particular aspects of the delegates work situations. Participating organization will be assessed independently.

TARGET AUDIENCE IDENTIFIED

Anybody who wants to beat the competition by developing strong relationships with customers and ensuring they never want to look elsewhere. This course is suitable for novice and experienced participants. If you are directly involved in customer service, business development, sales, accounts, marketing or public relations.

INVESTMENT IN KNOWLEDGE                                         

N75, 000.00, this fee covers expert tuition, training kits and brochure, souvenirs and certificate of completion, and feeding (tea break, lunch (buffet) throughout the duration of the Programme

OTHER DETAILS

Venue:             2nd Floor

Lagos Chambers of Commerce & Industry Building (LCCI)

Bola Tinubu Way, Beside Marwa/MKO Garden

Alausa Ikeja,

Lagos,

Date:               September 26-27, 2019

Time:               9a.m. Daily

HOW TO REGISTER

E-mail: training@spcpatternsconsulting.com

Call:  +234 805 444 8597 +234 708 503 9947 +234 809 631 1690 

Pay in favour of SPC PATTERNS CONSULTING into the following banks
GTBANK – 0003651617
FCMB – 2733813011

Print & Send Brochure form with a draft in favour of SPC PATTERNS CONSULTING

FURTHER INFORMATION

  • Certificate of participation exclusive to all participants
  • Subscription to this program is currently open and will stay open until one week before the course.
REGISTER
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