CED - Customer Experience Development

 

A highly interactive programme designed to deliver the skills to develop and implement a long-term, high quality customer experience that will become your sustainable competitive advantage.

 And it doesn’t end there- As part of our commitment to you, we will be available to offer support & advice during your development faze.

 

CED Programme Outline 

Session 1:-

  •  What is a customer experience strategy, where has it come from and why is it so important for business growth & profitability? 
  •  What’s the difference between customer service & customer experience?
  •  The Customer Experience defined
  •  Where are all the great customer experiences?
  •  The difference a customer experience strategy makes –case studies
  •  The three vital components
  •  Rate your current customer experience against your main competitor

Session 2:-

  •  The development & implementation process 
  •  The Customer Ex formula
  •  Small change /big impact
  •  Gaining commitment
  •  The vision & the part it plays
  •  Defining your customer experience 

Session 3:-

  •  Identifying & prioritizing touch points
  •  Writing service standards
  •  Measuring performance
  •  The “generator” programme

Session 4:-

  • Putting the plan together
  •  The development team & total involvement
  •  How fast is too fast?
  •  The final rap

Two Options:-

1)     Public Workshop

2)     In-House

Who Should Attend:-

  •  Customer Service / Experience Managers
  •  Business leaders
  •  Business owners
  •  The person within your organisation with the commitment, motivation and passion to lead the development of your unique customer experience.

To register your interest email chris@customerexperiences.co.nz  or  mb 027 2792360 

“2010 Right Now study found that 61 percent of NZers removed their business from companies whose service didn’t meet their expectations”.

The Power of a Sustainable Competitive Advantage

In today’s highly competitive economy we are all only too aware of how closely our competitors are watching us. Anything you do that may give you a greater competitive advantage by increasing your market share will not be an advantage for long.

In this environment, talk of a sustainable competitive advantage may seem crazy but that’s exactly what you will be gaining the skills to develop when you join this programme, a customer experience strategy has three vital components –

1) Committed & supportive leadership

2) A employee & customer centric culture

3) The right people in the right positions

All extremely difficult for a competitor to copy and the reason the strategy you are about to learn is so powerful.

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