Creating Superior Customer Experiences Training

Date	5th December 2012 (9:30am – 4:30pm)
Venue	Econsultancy London, London, United Kingdom
Trainer	Jon Dodd
Duration	1 day
Cost	$800.00

About the course

Overview

As online shopping becomes more refined, it's becoming increasingly important to differentiate your brand through superior customer experience.

This course will highlight the key steps involved in building and maintaining great online experiences for you customers - leading to improved long-term customer engagement and loyalty.

Programme

Econsultancy's Customer Experience Statistics Compendium states that 80% of consumers would be less likely to return to a website after a negative shopping experience. Can you afford to lose customers this way?

This course is designed to explore the activities involved in creating and measuring engaging online experiences, and improving customer retention.

Who should attend?

This course is ideal for those involved in developing a new site or improving the experience of an existing site. Project managers, designers, and developers, commercial or marketing functions can all benefit from learning about the various activities available.

How will I benefit?

Upon completion of this course, you'll be able to:

Appreciate how a deep understanding of your customers leads to better design and content decisions
Know that delivering great experience for your customers is about more than delivering the mechanics of usability
Understand the fundamentals of persuasive design and where to apply it
Test your existing site or sites in development to identify any issues with your customer experience
Understand the importance of the "Total Customer Experience" - integrating across channels and beyond the limited online transaction

What will I learn?

The course covers:

The customer perspective (using profiles as design tools)
Mapping customer journeys
Information architecture - building an information architecture and structure that will improve SEO and conversions once customers arrive
The fundamentals of persuasive landing page design
Testing approaches & when to use them (user journeys, multivariate)
Measuring engagement and gaining network recommendations
Introduction to incremental profiling and personalised content
Overview of design patterns

Trainer

Jon Dodd

Managing Director and Co-founder, Bunnyfoot

Jon holds a DPhil. in Visual and Computational Neuroscience from Oxford University, and has over 13 years experience of developing and coding online information resources that are usable and accessible to multiple user groups and browser-device combinations.

He combines business acumen with programming expertise, and behavioural expertise, ensuring 'fluency' in and between all the necessary components required to develop top-flight online resources. Jon has overall responsibility for the accessibility, usability and eyetracking services for the company. He works directly with clients (when he can) and frequently appears as an invited speaker at national and international industry conferences.

Jon is a former invited expert for the Web Accessibility Initiative (WAI) and former editor-in-chief of the Usability Professionals Association online newsletter.

When not at Bunnyfoot you'll find Jon teaching scuba diving, entertaining the crowds with the local amateur dramatics society, wakeboarding or learning how to fly microlights (hang-gliders with hairdryers on the back).