Developing a
EFFECTIVE CUSTOMER CULTURE
This training course will help you understand the challenges of customer satisfaction, the customer journey and the elements of a successful customer experience.
DISCOVER OUR TRAINING
Objectives
- Understand how to raise business teams' awareness of their impact on customer service quality
- Learn how to establish and develop a genuine Customer Culture at all levels of the company
- Know how to identify the moments of truth in the customer journey and use each interaction with the customer to develop their satisfaction.
Intra
Our INTRA sessions enable you to customize the training to your context and challenges, with specific anchoring options.
Contact us for a proposal tailored to your needs.
Contents
- 5 x 2-hour video sessions or 2 days face-to-face
- 3 hours of e-learning capsules before each session
Training start date: Training can start 8 days after signature of the agreement or receipt of the OPCO funding agreement.
Customer reviews
4.9/5 (427 reviews)
Success rate* (%)
100%
* These indicators are updated each year on the basis of consolidated data from previous years.
Source of indicators: List of trainees/learning validation quiz/training evaluation
Last date for updating figures: 15/05/2024
Program
Training schedule
A company's customer culture and its assessment
- Keys to customer satisfaction
- Customer culture assessment grid
Practical activities :
- Assess your company's maturity with regard to the keys to customer satisfaction
- Assess your company's level of maturity in terms of customer culture
Customer satisfaction measurement methods
- Customer satisfaction
- Collection and measurement methods
Practical activities :
- Prepare a satisfaction measurement system
Levers for putting the customer at the center
- Customer centricity maturity grid
- Customer centricity levers framework
Practical activities :
- Assess your company's customer-centricity maturity
- Identify initiatives to improve your score on these levers
The customer journey and contact points
- The persona
- The pyramid of considerations
- Customer journey design
Practical activities :
- Completing the Pyramid of Consideration
- Defining the customer journey
Improving the customer experience
- Customer journey design
- The customer experience wheel
After training
- Questionnaire for validating prior learning
Before each session
Participants complete the corresponding e-learning.
During the session
The trainer leads with quizzes, individual or collaborative exercises, challenges and role-playing.
After each session
Participants are given exercises to apply in their own context.
TRAINING METHODS
Public
Sales people, business developers, technical sales people, consultants, sales managers.
All our training courses are accessible to people with disabilities. Contact us for specific support tailored to your needs.
Prerequisites
A placement questionnaire is sent out before the start of the course to assess the level of the trainee's skills.
Evaluation
At the end of the course, participants will be given a questionnaire to validate their learning and establish the extent to which they have achieved their training objectives.
The results of this questionnaire will be given back to the customer at the end of the training, during a post-training follow-up meeting (debriefing).
NUMEROUS TRAINING COURSES AVAILABLE
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