By the end of this training course, trainees will be able to :
- Understand the difference between Customer Experience (CX) and Customer Service (CS).
- Recognize the benefits of CX for an organization.
- Learn how to map the customer journey (Customer Journey Mapping).
- Identify customer touchpoints & painpoints.
- Link between Customer Experience (CX) and Customer Loyalty.
- Recognize customer journey KPIs.
- Know the customer psychology of decision making.
- Communicate persuasively with customer and selling with integrity.
- Implementing and developing a customer experience programs in their organization.
- The secret strategies that make customer CLICK.
- SERVQUAL:
- Quality of Service.
- RATER Module.
- Kano Module.
- Introduction to CX:
- Origins of CX: Production Era, Product Focus, Selling Focus, Marketing Focus, Focusing on Services.
- CX vs. Customer Service.
- The benefits and impact of CEM for an organization.
- Customer Journey Mapping:
- Key touch-points: Presales, sales and post sales process.
- Expected level of experience.
- Owners of touch-points.
- Using Spreadsheet: Adding the pre-sale, sale process and after sale process touchpoints.
- The map.
- Loyalty and Customer Experience:
- Benefits of having loyal customers.
- Three key levels of loyal customers.
- Differences between attitudinal and emotional loyalty.
- Loyalty Lifecycle.
- Loyalty Management Model.
- Customer journey KPIs:
- Net Promoter Score (NPS).
- Customer Satisfaction Score (CSAT).
- Customer Effort Score (CES).
- Customer Lifetime Value (CLV).
- Churn Rate.
- Retention Rate.
- Repeat Purchase Rate (RPR).
- Voice of Customer (VoC).
- Hofstead 6 Dimensions of Global Web Attitudes:
- Power-Distance.
- Individualism.
- Uncertainty Avoidance.
- Long Term Oriented.
- Indulgence.
- Masculinity.
- Glocalization.
- PSYCHOGRAPHIC Segmentation.
- Online Persuasion Basics.
- Influence.
- Ingratiation.
- Innate Interestingness.
- Joyful Websites.
- Reciprocity.
- Consistency.
- Public Work.
- Social Proof & Conformity.
- Cultural Differences.
- Decoy Technique.