Customer Experience Management (CXM)
Customer Experience Management (CXM)
Training Activity Rate
Trainer/s
Saleh AlKurdi
Training activity Hours
15
Training activity Date
-
Training Activity Days
Sunday
Monday
Tuesday
Wednesday
Start and End Time
17:00 - 20:45
Training Activity Classification
Behavioral Skills
Course Language
English
Methodology
In class
Type of Training
short courses
Pricing Method
Per hour
Price For Jordanian
120 JOD
Price For Non Jordanian
300 US$
Outcomes

By the end of this training course, trainees will able to :

-    Understand the difference between Customer Experience Management (CXM, Customer Experience (CX) and Customer Service.

-    Recognize the benefits of CXM and CX for an organization.

-    Learn how to map the customer journey (Customer Journey Mapping).

-    Identify customer touchpoints.

-    Link between Customer Experience (CX) and Customer Loyalty.

-    Recognize customer journey KPIs.

-    Understand the Steps to developing a great CXM program.

-    Drive improvement using Design Thinking.

Target Group

-    The course is designed for people who seek to know more about developing and implementing a customer experience improvement programs in their organization.

Contents

-    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. CXM.

-    CX vs. Customer Service.

-    The benefits and impact of CXM for an organization.

-    The 7 Factors that Influence Customer Experience.

-    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).

-    Steps to developing a great CXM program.

-    Introduction to Design Thinking.