Customer Experience Management Workshop
Availability
- Classroom – May 3, 2022
COURSE OVERVIEW
Customer Experience Management Workshop is designed as a guiding tool for professionals and managers looking to convert their customers into the most valuable asset of the company. This workshop provides insight into key concepts of customer experience management and related aspects.
‘Customer is king’ is a well-acknowledged business saying that gives ultimate prominence to customer satisfaction and customer experience. A business might be producing the best products among its peers, providing the most efficient service yet it will struggle to survive and grow if it does not have a solid customer base. Positioning your organization as a customer-driven organization in the mind of their customers elevates loyalty in customers that ultimately result in repeat business and positive word of mouth.
This process of keeping customers at the focal point of business, managing customer dealings and delivering them personalized relevant experience is termed as customer experience management.
This workshop provides best practices strategies and tactics that would build up customer satisfaction and ensure retention of customers by offering them remarkable experience and thus creating a positive impression of the organization, and extract the long-term benefits of customer retention through increased revenue and goodwill.
Participants in this workshop shall be able to appreciate the relevance of customer experience, gain an understanding of how personalized experience drives customers’ loyalty, and result in customer retention. The course aims to highlight various tactics, communication skills, practices and strategies fruitful in cultivating the best customer experience. The course will ultimately lead the participants towards procuring maximum value from customers.
COURSE OBJECTIVES
At the end of the workshop, participants will be able to:
- Understand core concepts of customer experience management and its practicality in the business arena
- Understand the relevance of customer satisfaction and customer loyalty in the survival and growth of business
- Gain a competitive advantage in the market through the differentiated experience of customers
- Increase retention of customers hence resulting in repeat business
- Gain knowledge of best techniques and practices most suited for framing personalized experience for customers
- Connect customers emotionally to the organization
- Boost sales and thereby increasing growth of the business
- Reducing cost related to customer acquisition through increased customer retention
- Developing a dynamic skill set that will greatly promote better dealing with customers through better understanding of customer needs
- Identifying and applying best practices used in reinforcing positive customer experience
TARGET AUDIENCE?
This Customer Experience Management Workshop is best suited for:
- Senior Marketing Managers/Marketing Heads
- Customer Relationship Managers/Relationship Managers
- Sales Professionals, Salesperson
- Sales Analysts
- Start-up Founders, Entrepreneurs
CERTIFICATION
Customer Experience Management Workshop is a retail business management certification course. As such, participants will be issued certificates at the end of the workshop.
DATE:
- Classroom – May 3, 2022
FEE:
- N69,950 Per participant
(Group rate available)
REGISTRATION & PAYMENT:
Register your nominees and pay online HERE
OR
Send all nominations to info@bervidson.com
WORKSHOP OUTLINE
Understanding Basics of Customer Experience Management (CEM)
- The evolving role of customers
- What customer experience management is
- The framework of Customer Experience Management(CEM)
- Customer experience management vs. customer relationship management
- Customer satisfaction, ACSI model
Customer Experience
- Constructs of customer experience: cognitive, affective, behavioural
- Types of customer experience
- Customer experience index
- Customer experience and customer centricity
- Designing customer experience
Customer Journey Mapping
- Creation of journey maps
- Identifying multiple touchpoints
- Identifying KPIs
Customer Experience Strategy
- Understanding your customers
- Developing customer vision
- Developing customer feedback channels
- Developing emotional connection with customers
- Customer experience vs customer service
- Use of analytics: Net promoter score
Challenges in Customer Experience
- Dynamic and demanding customers
- Globalization and increased competition
- Customer experience as a differentiator
Use of Communication Channels and Social Networks in Experience Building
- Use of social media marketing
- Virtual customer environment
Date:
- Classroom – May 3, 2022
Time:
- Classroom – 9:00am – 5:00pm
Venue:
- Classroom – Bervidson Training Center, 3B Hakeem Dickson Road, Lekki Phase 1, Lagos
Fee:
- N69,950 Per participant
(Group rate available)
REGISTRATION & PAYMENT:
Register your nominees and pay online here
OR
Send all nominations to info@bervidson.com and make payments to:
- Bank: FCMB
- Account Name: Bervidson Consulting Limited
- Account No: 3432812015
For more information, call or email us today.
3B Hakeem Dickson Road, Lekki Phase 1, Lagos Nigeria
+234 1 291 7328, +234 803 343 4776, +234 809 334 4776, +234 808 933 8444
info@bervidson.com , www.bervidson.com
NB
Download BERVIDSON GROUP’S TRAINING CALENDAR 2022 – Transforming Businesses through Tailored Training Solutions
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CONTACT US:
Looking to grow your company but not sure where to start? Every company is different and as a result, each company requires a different approach.
Whether Training, Recruitment, Web, Branding or Marketing solutions, our expert team at Bervidson Group are able to assist in advising you on the best solutions to grow your business with guaranteed success.
- Call: +234 1 291 7328, +234 803 343 4776, +234 809 334 4776, +234 808 944 8444
- WhatsApp: +234 803 343 4776
- Email: info@bervidson.com
- Website: www.bervidson.com
