Breakthrough Customer Experience (CX)

Formats: 4-hour virtual course  |  1-day instructor-led onsite

A happy customer is one who is likely to become a loyal customer. So delivering a great customer experience (or CX) is hugely important for any business. This breakthrough training course will teach you how to create better customer experiences, reduce customer complaints, and develop long-term relationships. You’ll apply concepts and gain exposure to the variety of skills needed to provide exceptional CX.

Learning Objectives »

  1. Apply exceptional CX strategies.
  2. Differentiate between service and experience.
  3. Develop a customer-centric culture.
  4. Learn how to transform the customer journey.
  5. Overcome CX challenges and conflicts.
  6. Understand metrics and measurements.

Course Agenda »

Exceptional CX

  1. Customer Service Professional
  2. People Skills That Make a Difference
  3. 6 Basic Needs of Customers
  4. Customer Service vs. Customer Experience
  5. How CX Focus is Different
  6. Living the CX Vision
  7. Core Values
  8. Empowered Customers

Developing CX

  1. 4 Cores of Credibility
  2. Developing Trust
  3. Partnership for Shared Success
  4. Transforming the Customer’s Journey
  5. Strategies and Tactics
  6. The Customer Experience

CX Challenges

  1. Top 5 Customer Experience Challenges
  2. Linking the Customer Experience to Value
  3. Active Listening
  4. Reasons to Summarize
  5. Responding

Advanced CX

  1. CX Transformations
  2. CX Measurement
  3. Journey-Centric CX Measurement
  4. Next Steps