CONTENT
This premier workshop program takes customer experience to the next level by teaching many of the customer experience methods and techniques utilized by some of this century’s most successful companies. These best practice techniques help you to put the customer at the centre of your organisation. It provides a dynamic and comprehensive approach to understanding, measuring and managing customer experience with content based on the experiences of hundreds of companies and the BP Group (www.bpgroup.org) networks ongoing research.

WHO SHOULD ATTEND
Business owners, entrepreneurs, senior executives and strategists, sales and marketing managers, program managers, customer contact managers and staff, customer experience owners, customer service managers and staff, members of customer experience design teams, front-line managers and personnel and everyone else with a responsibility to customers and a stake in getting the most out of understanding and improving customer experience.

RESULTS
Course attendees will learn how to:

• exploit customer experience management techniques for triple crown* benefits
• develop performance metrics for end-to-end customer experience
• link customer experiences to enterprise business goals
• coach and align people for performance and customer experience management
• improve business performance immediately (15-40% within 90 days)
• establish a method to sustain continuous customer experience improvement (annual improvements 15-20%)
• achieve the tactical and strategic payoffs of customer experience

*triple crown = reducing costs, enhancing service and improving revenues at the same time

WHAT YOU GET

• Hands-on instructor-led workshop by The Customer Experience Coach
• All materials electronically for your own internal use
• Practical training in best practice techniques for customer experience improvement
• Ongoing support and education opportunities

Level 1 - Customer Experience Practitioner

• Understanding customer experience
  
• Measuring customer experience
  

Level 2 - Customer Experience Professional

• Understanding customer needs
  
• Understanding customer experience and customer expectations
  
• Measuring customer experience
  
• Improving customer experience
  

Level 3 - Customer Experience Innovator

• Understanding customer needs
  
• Understanding customer experience and customer expectations
  
• Measuring customer experience and managing customer expectations
  
• Customer experience innovation
  

Level 4 - Customer Experience Strategist

• Understanding customer needs and developing customer experience strategy
• Building great customer experience to increase customer loyalty
• Measuring, managing and continual customer experience improvement techniques
• Understanding and measuring the 360 degree view of customer experience
• Comparing and measuring your competitor’s customer experiences
• Aligning customer experience and employee KPI’s to organizational performance metrics
• Ensure metrics (Key Performance Indicators) reinforce and drive the delivery of business objectives and successful customer outcomes
• Delivering the triple-crown benefits of reduced cost, increased revenue and enhanced service through customer experience