Customer Experience Management is one of the most important areas within the marketing domain. Successful implementation of CEM within an organisation has many advantages, including higher customer satisfaction, improved returns on investment, and overall a greater shareholder value. However, few companies actually know what they are doing when it comes to CEM. This programme will take an in depth look at CEM in broader terms (not just experience management for customers, but also for business partners). We will study the best practice firms, and use a model to develop our own CEM programmes. The programme will also look at tools that will help us to reassess our CEM programmes in order to improve them in line with global best practices.
Getting customers is easy, retaining them is hard, however it costs less to retain an existing customer than to grain a new one. Then why are companies struggling to retain their customers? Through this programme we will take a new look at loyalty and redefine it within the current market framework. We will re-assess loyalty programmes, and take a look at the role NPS (net promoter score) plays within the marketing domain. We will look at ways of making loyalty programmes and NPS work. The programme will also look at loyalty from an emotional attachment perspective, i.e. getting your customers to love your brand.
Dr. Khan delivering a workshop on CEM
Many companies offer CX & CEM training today. Our training programme is different because it is being led by one of the pioneers within the domain of CEM!
What you will master?
•CX Strategy development
•Innovating Customer Experience Journeys
•Customer Journey Mapping within CEM
•Examples of Best practice firms and how they got to be the best
•The 12-Steps to a great CEM programme
•Types of loyal customers and the role of CEM
•Moving from Like to Love. Getting customer to love your brand
•Leading and Managing Customer Experience
Delegates learning about innovations in CX journey mapping
Is this programme for you?
This programme focuses on developing Customer Experience Management skills for both professionals assigned to working in the Customer Experience departments as well as anyone interested in improving the journey of a customer within both for-profit and not-for-profit organisations. Moreover, the programme takes an in-depth look at customer loyalty, which goes hand-in-hand with CX.
•Directors / MDs / CEOs, Senior Executives
•Brand Managers
•Head / Director of Customer Insights
•Customer Experience Managers / Directors
•Customer Service Managers / Directors
•Business Owners & Entrepreneurs
•Customer Engagement Managers / Directors
•Social Media Managers
•Chief Customer Officers & Chief Operating Officers
•Senior Marketing Managers, Directors & Vice Presidents of Marketing
•General Manager, Director of Business Development
•Director of Operations
European Certified
This training is certified by the European Professional Certification Agency (EPCA). All participants successfully completing the programme will get a CCXM Certification issued by EPCA.
Lead Trainer
Dr Osman Khan is a global CX pioneer, publishing his first book on CX in 2009, at the European Centre for Best Practice Management. He has been a consultant and trainer of major organisations, including Fortune 500 and FTSE 50 companies. Dr. Khan has a PhD from UK and has taught at Harvard and Bradford Universities. He currently sits on the board of 3 British firms, and is also on the judging panels of several UK-wide management awards.