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Customer experience is fast becoming the key battleground for businesses in all industries. With customers becoming more knowledgeable and savvy, one of the last differentiators available to businesses is often the experience they deliver.
Delivering great customer experiences doesn't happen by accident. It takes careful planning, understanding of customers needs and wants, and the right culture, processes and systems to ensure everything aligns to what customers expect.
In this workshop students will gain an understanding of the critical components of customer experience strategy, including how best to understand their customers, how to align business goals to customers needs, and how to develop sales and services models that meet and exceed customer expectations.
Students will also learn how critical it is to have the right business culture in place in order to deliver great experiences, and how to use the right customer metrics to understand in they are succeeding.
Students will learn:
Ideally students would come to the class with a customer experience challenge or problem in mind, or a product they want to design a customer experience for. This is not mandatory.
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