1] CUSTOMER EXPERIENCE CHALLENGES
What are we talking about?
The Customer experience cycle within the Customer journey.
From quality of service to Customer satisfaction: when emotional expectations take precedence over functional needs.
Today’s metrics to measure customer experience: CSAT, NPS and CES.
→ Presentation of the emotional expectations of the client
2] THE CUSTOMER JOURNEY
Draw the path of your customers, identify the moments of truth.
Reason multichannel and personae: who are your typical customers Link the customer journey to business processes.
Associate at each key stage, the emotional expectations and functional needs of the clients.
→ Putting in moments of truth
3] SECURE THE CUSTOMER’S JOURNEY
Collectively identify and evaluate the risks of the customer journey: those that will potentially generate dissatisfaction.
Use the relevant tools and methods to secure the journey: service references, procedures, training, employee support plan, quality charter, indicators…
4] OPTIMIZE CUSTOMER RELATIONS ALONG THE WAY
Assertiveness as a guarantor of a lasting relationship.
Build on facts, accept opinions and welcome feelings.
The 4 steps for an effective and professional handling of difficult situations.
→ Scenario of support for difficult situations
5] AIM AT THE DELIGHT OF CUSTOMERS
The seamless customer experience and the “wow!” Effect Work on positioning your brand.
Create a decisive and distinctive competitive advantage: Why does the customer choose you?
Involve customers and collaborators.
FOR WHO
> Executive Committee
> Responsible for the customer experience.
> Marketing Manager.
> Customer relationship manager.
PREREQUISITES
This training requires knowing the operation of your company.
THE OBJECTIVES OF THE TRAINING
Understand the issues of the customer experience. Know how to build your customer journey and include a plan for prevention and continuous improvement. Define or strengthen its positioning Discover the operational tools to implement this approach and increase customer satisfaction.
STRONG POINTS
A contribution focused on operational tools. Work in subgroups on your real cases to facilitate the appropriation of tools. Scenarios to facilitate learning and enhance effectiveness Practical documentation that facilitates the implementation of learning after training.