Transform Your Customer Experience

It's the annual company conference...the CMO is presenting the new brand vision to an expectant audience. Fast forward 6 months...nothing has changed and the vision is a distant memory. Why? Changing the way organisations behave to improve the customer experience they deliver is one of industry's toughest challenges. This course is crammed with practical advice to help you improve the customer experience in your organisation.

You will learn how to lead the creation of a customer experience that will give your organisation a competitive edge. We'll show you how to identify what needs to change to improve the service experience and how to persuade colleagues to engage in the process with passion and conviction.

Your organisation will be able to apply proven techniques that will sharpen brand strategy, streamline service delivery, strengthen teamwork, improve communication and draw people together behind a common vision. The ultimate goal is a more competitive operation and improved return on investment.

This course is designed for experienced marketers and managers in service organisations where the delivery of a consistently strong customer experience is critical to success. The course will enable CMOs, brand and product managers, and operations and HR managers to lead change and improve the customer experience.

• Defining a customer experience that brings your brand strategy to life.
• Modelling the customer journey and identifying the key focus areas.
• Developing the business case and investment strategy – working with finance.
• Setting operational standards to deliver the experience – working with operations.
• Enabling the organisation to deliver your strategy – working with HR.
• Assessing organisational capability and culture and identifying the key gaps.
• Developing a collegiate approach to change, winning cross departmental support.
• Effective internal communication – how to get your message through to everyone.
• Preparing the customer plan and prioritising the key initiatives.
• Developing the personal leadership and communication skills required to succeed.
• Assessing progress and measuring commercial impact.

• Seminar sessions in which techniques and ideas are introduced and discussed.
• Workshops where teams develop and present solutions to specific scenarios.