About This Course

I have been delivering this workshop to clients all over the world for over a decade now.  This workshop will take you from learning the basics of Customer Experience, all the way to advanced topics within Customer Experience.  

The videos in the workshop are actually edited recordings from actual workshops that I’ve delivered.  That means you will get the same value, as someone who attended the live version of the workshop. 

Customer Experience is fast becoming the industry standard in marketing, and HR  – employee experience.  Many companies have set up departments within their organisations to focus on Customer Experience.  Companies have even set up Director and VP level positions for Customer Experience.  

Unfortunately there aren’t too many people who have much knowledge on Customer Experience.  Consequently, the demand for people with customer experience knowledge, and certification, is very high.

What you’ll learn:

  • The difference between customer experience or CX and Customer Experience Management or CEM
  • The benefits of CEM for an organisation
  • Customer Journey Mapping
  • Examples of best practice firms and how they got to be the best

Who this course is for:

  • Customer Engagement Managers / Directors
  • Business Owners and Entrepreneurs
  • Customer Service Managers / Directors
  • Customer Experience Managers / Directors

Our Promise to You

By the end of this course, you will have learned about being CCXP certified. 

30 Day Money Back Guarantee. If you are unsatisfied for any reason, simply contact us and we’ll give you a full refund. No questions asked.

Get started today and learn more about the customer experience.

Course Curriculum

Section 1 - Introduction
Participant Introductions 00:00:00
Origins of CX – Production Era 00:00:00
Origins of CX – Product Focus 00:00:00
Origins of CX – Selling Focus 00:00:00
Origins of CX – Marketing Focus 00:00:00
Focusing On Services 00:00:00
Section 2 - CX Vs CEM
Best Practice Example – The BMW Experience 00:00:00
CX Vs. CEM 00:00:00
Best Practice Example Of CEM 00:00:00
Best Practice Example From Disney 00:00:00
Section 3 - Journey Mapping
Key Touch-points: Presales, Sales And Post Sales Process 00:00:00
Examples From Pre-sales: Mo The Sales Assistant 00:00:00
Examples From Pre-sales: Apple 00:00:00
Examples From During-sales: Apple – again 00:00:00
Examples From After-sales: Toshiba 00:00:00
Expected Level Of Experience 00:00:00
Moments Of Truth 00:00:00
Owners Of Touch-points 00:00:00
Examples Of Journey Maps: Lego, Lancôme, Ikea, etc 00:00:00
Section 4 - Journey Mapping - Using The Spreadsheet
Using Spreadsheet 00:00:00
Sheet 1 – Adding The Pre-Sale Touch-points 00:00:00
Additional Items 00:00:00
Sheet 2: Adding The Sale Process Touch-points 00:00:00
Sheet 3: Inserting The After-sale Touch-points 00:00:00
The Map 00:00:00
Bonus- Loyalty Interactions 00:00:00
Section 5 - Loyalty And Customer Experience
Introduction To Loyalty 00:00:00
Examples of Best Practice Firms 00:00:00
Benefits Of Having Loyal Customers 00:00:00
Three Key Levels Of Loyal Customers 00:00:00
Section 6 - Loyalty Types
Basic Type Of Loyalty – Behavioural Loyalty 00:00:00
Loyalty Programmes And Customer Loyalty Link 00:00:00
Loyalty Programmes Examined 00:00:00
Mid-level Loyalty – Attitudinal Loyalty 00:00:00
True Loyalty 00:00:00
Differences Between Attitudinal And Emotional Loyalty 00:00:00
Section 7 - Case Studies From Best Practice Firms
Best Practice Examples From Other Industries 00:00:00
Brand Love 00:00:00
Best Practice Firms Popular Brands 00:00:00
How Ikea And Zara Are Using CX To Create Loyalty 00:00:00
Section 8 - Loyalty Strategies
From Nominal To Preferred State of Loyalty 00:00:00
Loyalty Lifecycle 00:00:00
Loyalty Management Model 00:00:00
Measuring Types Of Loyal Customers 00:00:00
Loyalty Management Model 00:00:00
Section 9 - 12 Steps To Develop Great Customer Experiences
Step 1: Senior Management’s Focus on Customer Experience 00:00:00
Step 2: Focus On Employees 00:00:00
Step 2.1: Best Practice Examples From Singapore Airlines And Microsoft 00:00:00
Step 3: Develop Journey Maps 00:00:00
Step 4: Find Out Customer Expectations 00:00:00
Step 5: Benchmark Competition 00:00:00
Best Practice Example From Zara 00:00:00
Step 6: Long-term Customer Experience Planning 00:00:00
Step 7: Brand Experience 00:00:00
Step 8: Quality Leadership 00:00:00
Step 9: Customer Interface 00:00:00
Step 10: Integrate all Functions To Focus On Customer Experiences 00:00:00
Step 11: Post Usage Experience 00:00:00
Step 12: Continuously Innovating Experiences 00:00:00
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