POSITIVE CUSTOMER EXPERIENCE & CULTURE MANAGEMENT

Overview

Businesses are increasingly recognising the complete experience enjoyed or endured by their customers is critical to customer retention, profitability and growth. Organisations invest heavily to develop and deliver quality product and services but too often ignore the overall experience provided to the customer. How the customer feels about their experience is critical to customer’s purchasing and loyalty decisions. Delivering a valued experience therefore can drive customer growth, profitability and loyalty. This training provides an understanding of how customer experience differs from customer service. It provides a practical understanding of the value and case for the development and delivery of a customer experience strategy. It also provides a practical understanding of how to design and deliver a strategy and how it can drive customer growth, profitability, and loyalty. On the other hand managing cultural diversity is important in today’s globalised world with its multicultural societies and cross-border activities that all lead to cross cultural interaction. In addition to the customer experience this training would provide participants with knowledge about understanding the impact of (national) cultures on management practice.

TARGET PARTICIPANTS

Directors, Managers, Head of customer service, Senior executives etc

KEY LEARNING OBJECTIVES

At the conclusion of this programme, participants will possess skills to:

• Build the business case for customer experience investment
• Assess your organisation’s customer experience
• Develop a customer experience strategy
• Design a customer experience programme to deliver the strategy
• Develop your organization’s customer experience culture
• Describe and analyze the impact of culture on business practices;
• Explain and analyze the impact of national culture on organizational cultures;
• Understand the impact of culture on Human Resource Management;
• Explain how leadership differs across cultures;
• Analyze strategies for managing international teams and projects;
• Develop strategies for working in virtual and co-located multicultural teams;
• Discuss ethical dilemmas and social responsibility facing firms in different cultures;

COURSE CONTENT

• Introduction to Customer Experience
• Assessing Customer Experiences
• Knowledge of how customer experience drive growth, profitability and loyalty
• The Business Case For Customer Experience
• A Practical Approach To Strategy Development & KPIs
• Customer Experience Tools and Techniques
• Building a Customer Experience Culture
• Framework for a customer experience culture Alignment
• Knowledge and understanding of the impact of (national) cultures on management practice
• Develop strategies for working in virtual and co-located multicultural teams

COURSE DURATION: 2 Days