CUSTOMER EXPERIENCE MANAGEMENT STRATEGIES

Course fee: KSH 80,000, USD 1,000 Start Date: 07/09/2020 End Date: 11/09/2020

CUSTOMER EXPERIENCE MANAGEMENT STRATEGIES

INTRODUCTION

Are you looking for ways to improve the performance of your business? Are you looking for new skills and thinking to help you create more impact? Then consider this. If customers cannot believe in your company and your brand, then neither operational excellence nor great sales/marketing will change that. Irrespective of what industry you serve, your customer is the creator of your wealth and essentially the lifeblood of the company.

This Customer Experience Management Strategies course designed to equip delegates with the latest next-generation thinking and techniques to help companies thrive in the experience economy. You will learn the core pillars to create an outstanding customer experience company. You will learn the core skills of innovation. You will learn how to create great outcomes and directly back into your organisation. Most importantly, you will go further than best practice thinking. Best practice only gives you the ability to compete – you will learn next practices that will turn your customers into loyal and raving fan advocates of your brand.

DURATION

5 days

COURSE OBJECTIVES

Participants on the Customer Experience Management Strategies training course will be able to:

v Understand how the new wave of customer innovation can help transform companies.

v Use Outcome-Based Thinking techniques – the new wave of customer-driven innovation that creates new and differentiated propositions.

v Use the customer experience innovation framework

v Create strategies to understand your current and future customers better than your competition

v Link innovation to business strategy

v Use next-generation mapping techniques to define new customer journeys and identify causal work and points of failure beyond traditional approaches.

v Understand the customer strategies as used by leading innovators to link customer experience management and customer loyalty

v Bring the techniques together to prepare for real-world application

v Identify CX-driven competitive differentiation

v Align success measures to change organisational behaviour

v Create a CX-aligned adaptive technology environment

v Bring the techniques together to prepare for real-world application

v Define a CX implementation process

TARGET AUDIENCE

The Customer Experience Management Strategies program is designed for all those who wish to build on their experience and knowledge and become genuine masters in defining and applying the customer agenda. Participants will mainly have had some exposure to customer experience roles but would not necessarily be in a customer-facing front-line job but would be in a role where a consideration of the customer is important – e.g. customer service, operations, product management, marketing or strategy, “C” level executives dedicated to building a customer-driven company, in particular – Chief Executive, Chief Marketing Officer, Chief Operating Officer

METHODOLOGY

This practical and results-oriented Customer Experience Management Strategies course is based on adult learning concepts which can be readily applied back into the organisation. Our proprietary learning platform combines highly participative and inspirational learning with an online training school to re-enforce and extend learning, a practice lab, self-paced assessments that creates gap based learner journeys plus a knowledge bank containing all the tools, techniques, case studies, videos – to allow the participant become the most skilled and capable they can be.

COURSE CONTENTS

Strategies and Techniques for Customer Innovation

v Understanding the trends and new strategies that drive immediate performance impact.

v The links between customer experience and brand success or decline?

v What are the leading 1% of companies doing that the remaining 99% miss or are not even aware of?

v Outcome-based thinking: the most significant pillar in customer centricity thinking missed by most organisations.

v Identify the strategies used by the best customer-centric companies in the world. Which trends can we learn from and which should be avoided?

v Learn the principles behind the Advanced Customer Outcome Framework to create significant opportunities through customer innovation.

v Understand why traditional customer insight methods such as Voice of the Customer are now massively suboptimal.

v The advanced Customer Wants/Needs Framework – moving to outcome-driven insight. Learn how to define these in order to drive customer strategy and differentiate you from your competitors.

v New techniques that help the practitioner to identify innovation opportunity, that are quick to implement and easy enough to be usable by anybody in the organisation

Implementing the Strategies

v Understand why well-defined Customer Strategies aligned within the Business Strategy are critical to organisation success

v Learn where these strategies have been applied and the resulting impact on the organization’s business performance.

v Understand the different types of customer loyalty and the importance of each of these to the organization.

v Learn the role emotional attachment plays in loyalty and learn how to build emotional attachment.

v How to build loyalty with brands where no emotional attachment is present.

v Strategies to adapt this to your own organisation.

v Real World Case Studies.

v Workshop Activities and Exercises.

 

Customer Experience Innovation Framework and Techniques

 

v The driving fundamentals of the next practice innovation framework should contain and understand how it helps a CX function to identify opportunity where traditional innovation thinking fails

v Approaches to linking innovation to the customer strategy and structured change programmes

v Innovation – truths and myths

v Creating a methodology to build either a simple (lite) or a comprehensive (enterprise) business case which can be applied to any change programme, measuring P&L impact, ROI and KPI impact.

v New innovation techniques which assertively identify new ideas and solutions which drives significant impact on both customer and company.

v Understand the process to change the organisation’s thinking patterns by re-defining their driving focus and create new revenue, market and differentiation opportunity.

v Extended outcome-based thinking techniques to uncover new customer innovation opportunities

v Guidelines to practically implement innovation projects into the organisation in a way that minimises the negative impact of “business as usual”

 

Customer Innovation, Business Strategy and Competitive Differentiation

 

v Why typical Business Strategy approaches fail to deliver for the vast majority of organisations

v How customer experience-obsessed organisations align the customer experience strategy into the business strategy as the core differentiator for business superiority.

v Understand approaches to assess the organisation’s ability to deliver against its strategies in a way that uses the company’s staff to help prioritise and define change programmes.

v Techniques to align staff to a common consensus on priorities and approaches, so strategies not only drive a culture of CX obsession, they are widely supported within the organisation.

v Competitive differentiation

Implementing the Customer-Centric Organisation

 

v Defining the “right” measures for the organisation to align customer outcomes to the business, people and supporting technology

v Amending traditional balanced scorecard approaches to focus on everything an organisation does to the customer agenda

v Creating a driving focus and behaviour whilst removing complexity in success measurement

v Understand the reasons why 70% of technology change programmes still underperform or fail

v The fundamental misalignments in automation projects. How successful organisations improve business to technology alignments

v Creating a technology innovation framework that moves from traditional “prescriptive” to more flexible outcome-based “adaptive” technology environments which remove legacy complexity, cost and failure

v The Automation Landscape technique and its application to a specific case study

v The CX Implementation Methodology for accelerating momentum and establishing a culture of customer-obsession

v The FAST methodology to drive success strategies for effective CX leadership

v The most common mistakes in implementing an effective CX-driven organisation – and the 10 driving guidelines to avoid the most common pitfalls

v Why driving a culture of CX obsession starts with belief and culture not projects and process.

v How driving a focus on customer outcome into every aspect of the organisations thinking and culture will change.

            TRAINING VENUE, LOGISTICS AND PAYMENT

v Training is residential and will be held at Afriex Training Centre.

v The course fee covers the course tuition, training materials, two break refreshments, lunch, and study visits.

v Accommodation and airport transfer are arranged upon request by the participant.

v This training can also be tailor made for your institution upon request. You can have it delivered in our training Centre or at a convenient location.

v For further inquiries, please contact us on training@afriextraining.org

v Payment should be made to Afriex Training Limited bank account before the start of the training and receipts sent to training@afriextraining.org

v Upon successful completion of this training, participants will be issued with an Afriex Training Ltd certificate.

Contact Details

Anniversary Towers 8th Flr, Nairobi
+254 715 310 685 | +254 732 543 623
info@afriextraining.org

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