Create a Customer Experience Strategy that Works

Sydney Campus

GA Sydney
1 Market Street, Podium Building (entry via Kent Street, to the red-brick building, next to My Lua)
Sydney NSW 2000

Past Locations for this Class

Create a Customer Experience Strategy that Works | Sydney

Sydney Campus

GA Sydney
1 Market Street, Podium Building (entry via Kent Street, to the red-brick building, next to My Lua)
Sydney NSW 2000

Past Locations for this Class

About this class

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.

Takeaways

Students will learn:

  • How to develop a customer experience strategy
  • How to understand their customers
  • The critical role culture and employee engagement plays in customer experience
  • How to define business goals aligned to customer expectations
  • Defining processes for sales and service which deliver on experiences customers want

Prereqs & Preparation

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.

Coming up near you

Let’s Keep You Updated

Enter your email to start following

I have read and acknowledge General Assembly's Privacy Policy and Terms of Service. SMS message and data rates may apply.