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Managing the Customer Experience

Managing The Customer Experience

Training Course

Customer Journey Mapping

$149.95 $199.95

Overview

The customer experience has emerged as a critical difference in today's competitive corporate environment. In this practical training workshop, we'll introduce you to the world of customer experience (CX) and provide you the tools you need to manage it successfully.

Participants in this hands-on course will acquire the skills necessary to design customer journey maps, a crucial tool for enhancing CX, through a variety of practical exercises. The workshop covers the principles, methods and best practices of managing the customer experience. Anyone wishing to improve their knowledge of CX and acquire the abilities necessary to develop and implement a successful CX management plan will find this workshop to be the perfect fit.

Course Objectives

By the end of this training course participants will be able to:

Training ModulesDefine customer experience (CX) and explain its impact on business performance.

Training ModulesLearn how to effectively create customer journey maps to pinpoint and resolve customer problems and possibilities for improvement.

Training ModulesDiscover the most effective techniques for managing the customer experience, such as developing consumer personas and customer experience strategies.

Training ModulesLearn how to create and put into action an effective CX management plan, including recording and measuring CX efforts for ongoing progress.

Outline of topics

Module 1: What is a customer Experience?

Training Modules What is customer experience?

Training Modules Customer experience and digital customer experience.

Training Modules Examples of REAL customer experience.

Training Modules Why having a customer experience is so important to any business?

Module 2: Customer Journey Mapping (Practical activities)

Training Modules What is customer Journey Mapping and why is it important?

Training Modules Customer Journey Mapping Activity Level 1 – Heartbeat map.

Training Modules Moments of truth – Practical Activity.

Training Modules Customer Journey Mapping Activity Level 2 – CX Journey map.

Module 3: Customer Experience Management Best Practices

Training Modules Customer Personas? Why are they so important?

Training Modules Defining Customer Experience Management.

Training Modules Six steps to create your customer experience strategy.

Training Modules Examples and best practices in customer experience management.

Competitive review game – An Exciting review challenge (Power Point Game) to end your training on a high note!

Training Material Samples

Slide Samples

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Trainer Guide Samples

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Workbook Samples

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What do I get exactly?

You receive a zipped file instantly upon purchase that includes the following in MS office format

Training Modules Trainer Guide (54 Pages).

Training Modules Student workbook (41 Pages).

Training Modules Slide deck (48 slides).

Training Modules Bonus activities ( 22 activities ).

Training Modules Training support documents ( Training evaluation forms, 5 certificate templates, program outline).

Training Modules Review game.

$149.95 $199.95

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The competitive Power Point game is fully customizable, just change the questions/answers, images, backgrounds…etc. Save as a new file & create 100’s of other review games for any training materials or program to always end your training program on a high note.

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