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In this course participants will learn how to create customer journey maps and how to deliver their own journey maps sessions within their companies.
We will cover:
Key Take Home: At the end of this session you will have developed at least one journey map for your organisation and be in a position to develop more with your own team
We will cover:
- Why journey maps are important for culture, employee empowerment and customer experience
- The importance of measuring Effective, Easy and Enjoyable journeys
- The key preparation steps necessary before delivering a journey mapping session
- Building journey maps in practice
Key Take Home: At the end of this session you will have developed at least one journey map for your organisation and be in a position to develop more with your own team
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We will cover:
- Customer Experience – what is it and why is has become essential in modern business
- An introduction to the Five Pillars of the Holistic Experience Model
- Organisational Strategy
- Leadership & Culture
- Customer Intelligence
- Employee Experience
- Service Experience
- An introduction to the three E’s – Effective, Easy and Enjoyable
- Customer Psychology – understanding every customers key drivers
- How to start your journey toward customer centricity
CX Essentials: An Introduction to Customer Experience
In this session you will learn the fundamentals of customer experience based on the ‘Holistic Experience Model’, developed and delivered by a globally renowned expert.
We will cover:
- Customer Experience – what is it and why is has become essential in modern business
- An introduction to the Five Pillars of the Holistic Experience Model
- Organisational Strategy
- Leadership & Culture
- Customer Intelligence
- Employee Experience
- Service Experience
- An introduction to the three E’s – Effective, Easy and Enjoyable
- Customer Psychology – understanding every customers key drivers
- How to start your journey toward customer centricity
Key Take Home: At the end of this session you will have developed a greater understanding in the key concepts of Customer Experience which you can take back to your organisation and immediately start building your approach.
CX Essentials - Journey Mapping
Journey Maps are a key tool to help your organisation improve the customer experience and build a customer centric culture though developing a greater understanding and empathy for what it feels like to be a customer of your company today
In this course participants will learn how to create customer journey maps and how to deliver their own journey maps sessions within their companies.
We will cover:
Key Take Home: At the end of this session you will have developed at least one journey map for your organisation and be in a position to develop more with your own team
In this course participants will learn how to create customer journey maps and how to deliver their own journey maps sessions within their companies.
We will cover:
- Why journey maps are important for culture, employee empowerment and customer experience
- The importance of measuring Effective, Easy and Enjoyable journeys
- The key preparation steps necessary before delivering a journey mapping session
- Building journey maps in practice
Key Take Home: At the end of this session you will have developed at least one journey map for your organisation and be in a position to develop more with your own team
CX Essentials - Voice of the Customer
In this session participants will learn about building an effective Voice of the Customer (VOC) programme; Listen – Learn – Act – Repeat
We will cover:
Key Take Home: At the end of this session you will have developed a greater understanding of the importance and key topics for a successful VOC programme which you can take back to your organisation and immediately start building your approach.
We will cover:
- Why we should listen to customers (Trust and Advocacy)
- Key elements of a VOC programme (It’s more than sending surveys!)
- Goodhearts Law
- Understanding the focus on Effective, Easy and Enjoyable interactions
- Measures and Metrics (NPS, Customer Effort Score, CSAT)
- Closing the loop (Customer Engagement)
Key Take Home: At the end of this session you will have developed a greater understanding of the importance and key topics for a successful VOC programme which you can take back to your organisation and immediately start building your approach.
HOW HUMAN PSYCHOLOGY IMPACTS CUSTOMER EXPERIENCE
In this session you will learn how a greater understanding of how your customers feel can help you improve the customer experience.
We will cover:
2. The key Cognitive Biases and heuristics such as:-
3. How a greater customer understanding can help create better experiences
Key Take Home: By the end of this session you will have gained a greater understanding of some of the key cognitive features that can affect the customer experience which you can take back to your organisation to help identify immediate improvements.
We will cover:
- The human input/output system
- Senses
- Customer Experiences
- The subconscious impact
- Perceptions, behaviour and attitudes
2. The key Cognitive Biases and heuristics such as:-
- Cognitive Dissonance
- Recency Bias
- Confirmation Bias and Echo Rooms
- Anchor Bias
- Peak End Rule
3. How a greater customer understanding can help create better experiences
Key Take Home: By the end of this session you will have gained a greater understanding of some of the key cognitive features that can affect the customer experience which you can take back to your organisation to help identify immediate improvements.
CX Essentials – Building a Customer Centric Culture
CX Essentials Servant and Customer Centric Leadership
CX Essentials - Building your CX Strategy
CX Essentials – Metrics and Measurement
CX Essentials – Complaints And Dealing With Difficult Customers
CX Essentials – Customer Service
Consultancy
Training
Our Model
We provide training and workshops in addition to consultancy work.
These are always bespoke to your business
All that really matters is how your customers feel at each stage of their journey with you. You can decide if this builds trust and advocacy through a defined and designed experience.
Our Model
What is Customer Centricity?Customer centricity is in the DNA of our organisation |
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Customer centricity means that the focus of your entire company is strategically aligned around the customer and their experience. This requires that organisations build a greater understanding of customers, their feelings and needs. Through understanding customers, organisations can build more effective and innovative services that set them apart from their competition.
True customer centricity however requires a more holistic approach for your business from how you lead, your culture, employee experience and how you listen and learn from your customers. A customer centric mindset needs to exist throughout the DNA of your business in order to realise the potential. You can read more about our 'Holistic Experience Model' below.
How can Customer Start help?
Training
Consultancy
Keynote
just want to chat?
Do your customers feel truly valued? Customer Start can help you on your journey to greater customer centricity, happier customers and improved financial performance
Did you know?Customer centric companies are more successful than their counterparts. |
Source: Qualtrics
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Happy Customers enable companies to grow and thrive. By delivering amazing experiences you are showing your customers that you value them. Customer Start can help your company become more customer centric.