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Browse hundreds of training topics to elevate team performance.
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Customer Experience Leadership Skill-Building

Formats ⟩  Live Virtual: 4 hrs./1 Day  |  In-Person: 6 hrs./1 Day

Enhanced customer experience is now a focal point for organizations. A proficient customer experience leader strategically deploys initiatives across multiple touchpoints to elevate the overall customer journey. This course training will guide you in recognizing, assessing, and prioritizing strategies to achieve your CX goals. Gain insights on establishing a customer-centric approach, crafting effective customer journey maps, and addressing challenges to ensure sustained success in long-term customer experience excellence.

Learning Objectives »

  • Regularly exceed customer expectations.
  • Build relationships and increase satisfaction.
  • Improve service by adopting the customer’s viewpoint.
  • Distinguish between customer satisfaction and loyalty.
  • Create customer service journey maps.
  • Apply techniques for measuring success.
  • Manage different customer service situations.
  • Lead a thriving customer service culture.

Course Agenda

Defining the Customer Experience

  1. Customer Service vs. Customer Experience
  2. People Skills That Make a Difference
  3. Basic Needs of Customers
  4. Customer Experience Focus

Customer Experience Management

  1. Customer Needs
  2. Customer Service Journey Maps
  3. Emotional Connection
  4. Journey-Centric CX Measurement
  5. Customer Feedback Best Practices
  6. The Customer Experience

Customer Experience Challenges

  1. The Challenges in Leading Breakthrough CX
  2. The Building Blocks of CX Transformations
  3. Using the CX Secret Weapon
Group of Diverse Coworkers Standing at the Office Corridor and Smiling while Having an Informal Conversation

Customer Experience Leadership Skill-Building

Formats ⟩  Live Virtual: 4 hrs./1 Day  |  In-Person: 6 hrs./1 Day

Enhanced customer experience is now a focal point for organizations. A proficient customer experience leader strategically deploys initiatives across multiple touchpoints to elevate the overall customer journey. This course training will guide you in recognizing, assessing, and prioritizing strategies to achieve your CX goals. Gain insights on establishing a customer-centric approach, crafting effective customer journey maps, and addressing challenges to ensure sustained success in long-term customer experience excellence.

Learning Objectives »

  • Regularly exceed customer expectations.
  • Build relationships and increase satisfaction.
  • Improve service by adopting the customer’s viewpoint.
  • Distinguish between customer satisfaction and loyalty.
  • Create customer service journey maps.
  • Apply techniques for measuring success.
  • Manage different customer service situations.
  • Lead a thriving customer service culture.

Course Agenda

Defining the Customer Experience

  1. Customer Service vs. Customer Experience
  2. People Skills That Make a Difference
  3. Basic Needs of Customers
  4. Customer Experience Focus

Customer Experience Management

  1. Customer Needs
  2. Customer Service Journey Maps
  3. Emotional Connection
  4. Journey-Centric CX Measurement
  5. Customer Feedback Best Practices
  6. The Customer Experience

Customer Experience Challenges

  1. The Challenges in Leading Breakthrough CX
  2. The Building Blocks of CX Transformations
  3. Using the CX Secret Weapon
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