Customer Experience

Upon completion of the program, participants will be able to:

• Understand the role of public relations and communication in achieving organizational objectives.
• Apply key communication skills and effective communication strategies.
• Build and rely on foundational customer experience principles.
• Integrate public relations, communication, and customer experience skills professionally.
• Handle different types of clients effectively.
• Present services in a professional manner.

3. Course Content:

Day 1: Introduction to Customer Experience

• Overview of Customer Experience (CX) and its concepts.
• CX Journey Mapping
• Problem-solving steps and tools
• Improving Conversion Funnels with CX Design
• Problem-solving styles and decision-making skills
• Differences between Customer Experience and Customer Engagement
• Main Customer Lifecycle Touchpoints
• Importance of Employee Experience (EX) in CX
• Advantages and disadvantages of customer care

Day 2: Customer Relationship Management

• CRM Overview (hardcopy and electronic)
• Types of Customers
• B2B Customer Experience
• Individual Response Value in Service Delivery
• Handling Customer Complaints
• Best Software for CX
• CRM and CX: Customer Retention Strategies
• Modern Models: Goodbye Funnel, Hello Flywheel
• Practical strategies for dealing with different customer types and patterns
• Customer Segmentation (80/20 Principle)

Day 3: Digital Customer Experience (DCX) and Trends

• Overview of Digital Customer Experience
• Evaluating Services Compared to Competitors
• Effective Communication in High-Performing Teams
• Developing a Customer Experience Strategy
• Implementing the Flow Model for Team Collaboration
• Global Customer Experience Types
• Customer Experience Trends for 2021

4. Methodology:

The course employs various participatory methods, including:

• Presentations
• Discussions
• Group Work
• Video Discussions
• Q&A Sessions
• Hands-On Practical Sessions
• Simulations

5. Who Should Attend:

• Customer Experience Departments
• Senior & Junior Sales Staff
• Call Center Agents
• Senior & Junior Marketers

6. Duration:

• 3 Days