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Customer Experience Management Course

By: Tom Associates Training  

Lagos State, Nigeria

26 - 28 Oct, 2020  3 days

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NGN 130,000

Venue: 5/7 Alade Lawal Street, Opposite Divisional Police Station, Off Ikorodu Road, Anthony, Lagos.

Customers, truly, provide the sources of the lifeblood for any business. But truly also, not all customers of any business are created equal. Some require more attention than others. By gaining insights on needs, preferences and behaviours, management of customer experience journeys can be optimized at critical touch points.

This course provides participants with an understanding of the essentials they need to know, the frameworks as well as templates they must have to get off to a great start in Customer Experience Management. They will be exposed to:

  • What a Customer Experience Management (CXM) is about.
  • How to design a CXM Strategy.
  • The various CXM measures in use and their advantages and disadvantages.
  • How to improve the concepts that underpin the CXM.
  • Methods to assess how customer centric the organization is and what need to change.
  • Understand the implementation process.

Course Contents

Day One

  • CXM and Relevant Definitions 
  • CXM Skills of Individuals
  • the good and the bad skills
  • Corporate CXM Processes           
  • The Customer Journey
  • Analysis of the Touch Points
  • CXM Inspirations
  • Significance of Employee Engagement
  • CXM Strategy
  • Customer Experience drivers.
  • CXM Designs
    • Employee capabilities
    • CXM Return on Investments (ROI)
    • External considerations
    • Internal considerations.

 

Day Two

Customer Equity

  • Value proposition and customer motivation
  • Customer bonding
  • Brand strength

Customer Centric Culture

  • The SMaC
  • Focused leadership
  • Empowering the frontline
  • Metrics that matter
  • Feedback mechanism

CXM Indices

  • Churn rate
  • Lifetime value
  • CX pattern
  • Measuring work processes.

 

DAY THREE

  • Voice of the Customer (VoC)
    • feedback from Clients
    • feedback from Colleagues/Employees
    • feedback from Management 
  • Capturing the VoC
    • Questionnaire surveys
    • Interview
    • Focus group
    • Metrics that matter
    • Feedback mechanism
  • Hierarchy of Customer Needs
    • Primary needs
    • Secondary needs
  • Net Promoter Scores (NPS)
    • Promoter Customers
    • Passive Customers
    • Detractor Customers
    • NPS calculations.

Note: Available as Classroom Training as Well as Online Training

5/7 Alade Lawal Street, Opposite Divisional Police Station, Off Ikorodu Road, Anthony, Lagos. Oct 26 - 28 Oct, 2020
NGN 130,000.00(VAT Inclusive)
(Convert Currency)

Mr Abiodun Toki 08033019120

Discount of 5% to 3-4 participants from same organization. Discount of 10% to 5 or more participants from same organization.
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