Workshop overview
The head of IBM’s Global Services famously said: “The last best experience that anyone has anywhere, becomes the minimum expectation for the experience they want everywhere.”

Never has this been more true and goes a long way to explaining why customer experience has become the priority of many organisations. Customer expectations are higher, and switching suppliers has become easier than ever before in almost all markets. However, prioritising improving the customer experience and making that a reality are two different things.

This course will teach you all you need to know to move from a grand vision to a new customer-centric culture in your organisation. It will give you the tools to create a practical customer experience strategy and apply that in the real world.

While our Creating an outstanding online customer experience course focuses specifically on creating a great experience through digital touchpoints like your website, this course takes the bigger picture asking how you can fundamentally change your organisation’s culture to be more customer-centric.

The course will be practical, interactive, upbeat and hopefully fun. It will allow ample time to discuss the challenges you face and the obstacles you are struggling to overcome.

Key learning outcomes

After attending this workshop you will be able to:

  • Better articulate to others the importance of customer experience.
  • Research and gain a real understanding into your customers and what they want.
  • Ensure that the customer remains front and centre of decision making within your organisation.
  • Create a practical and achievable customer experience strategy.
  • Articulate the role of senior management in supporting your customer experience initiative.
  • Implement policies and procedures to embed customer-centric thinking into the heart of your organisation.

The case for offering an outstanding customer experience
Learning Outcomes: Be able to communicate a compelling case to colleagues and management for the importance of customer experience, not just organisationally, but for them individually in their various roles.

How to better understand your customers
Learning Outcomes: Adopt best practice for better understanding your audiences drivers and behaviour, and gain an overview of testing techniques that can be used to judge the effectiveness of customer experience improvements.

Creating a customer experience strategy
Learning Outcomes: Learn exactly what needs to go into a customer experience strategy to ensure it provides a tangible and practical roadmap for improving your organisation’s experience.

Nurturing a customer experience culture
Learning Outcomes: Discover techniques that help to embed a customer-centric culture at every level of your organisation and improve employee understanding of customer experience best practice.