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Customer Experience for Managers

Fine Falcon Solutions
Course summary
5 days
2,950 USD
English
Open / Scheduled
Next available date: Contact Us - Riyadh
Course Dates
Abu Dhabi
Contact Us  (English)
Dubai
Contact Us  (English)
2,950 USD
Islamabad
Contact Us  (English)

Course description


The course "Customer Experience for Managers" addresses "why the customer experience is crucial". It also aids delegates who wish to build the business case and execute a failsafe customer experience strategy. The training program also offers an outline of simple customer experience tools and techniques and let managers understand "how customer experience differs from customer service". Delegates will also gain practical understanding of "how to design and deliver a strategy" and "how it can drive customer profitability, loyalty and growth,".

Course Outline


Introduction
  • Why's and What's of customer experience
  • How customer experience differentiates itself from customer service?
  • What elements allow customer experience to drive profitability, loyalty and growth
  • Customer experience in B2B and B2C
The Business Case for Customer Experience
  • Building your business case
  • Outline case studies
  • Selling your business case
  • Utilizing and presenting customer research
A Practical Approach to Strategy Development & KPIs
  • Researching for your strategy
  • Building your strategy
  • Strategy Examples
  • Using and communicating your strategy
  • Coming up with KPIs to support your strategy
Assessing Customer Experiences
  • Live customer experiences
  • Live experience review
  • Significance of emotions
Customer Experience Methods and Tools
  • Assessing the customer experience
  • Classifying and measuring opportunities for development
  • Designing customer experience
  • Designing emotional experiences
  • Customer experience research
  • Walking the customer experience
  • Applying & embedding change
Building A Customer Experience Culture
  • Framework for a customer experience culture Alignment
  • Building continuous improvement

Who is it for?


This course is for managers, supervisors and directors who want to learn about development and implementation of improved customer experience in their firms.

Learning Objectives


This course will help you:
  • Shape the business case for customer experience investment
  • Evaluate your firm's customer experience
  • Make a customer experience strategy
  • Design a customer experience program to deliver the strategy
  • Develop your organization's customer experience culture

About provider

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Fine Falcon Solutions

Fine Falcon Solutions is a consulting firm that works on a global level to provide leading businesses development solutions to move forward and succeed in their respective professional fields. Fine Falcon focuses on providing such courses that bring the best...


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Contact info

Fine Falcon Solutions

Office No. 804
B2B Tower
Dubai

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finefalcon.com


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