Know how to improve the Customer Experience of

THEIR ORGANIZATION

This training will enable you to acquire solid knowledge and skills regarding customer segmentation, the customer journey, and the development of a customer-centric culture within your company.

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Objectives

Developing the ability to effectively lead a Customer Experience improvement project from A to Z (definition, implementation, evaluation)
Adopt a complete methodology and operational tools to carry out a multi-channel Customer Experience project
Know how to implement an exclusive method for observing and measuring Customer Experience.

Intra

Our in-house sessions allow you to customize the training to your specific context and challenges, with specific anchoring options.

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Content

Training access time: The training can start 8 days after the agreement is signed or the OPCO support agreement is received.

Customer reviews*

5/5 (732 reviews)

Success rate*

100%

* These indicators are updated each year using consolidated data from previous years.

Source of indicators: List of trained learners/knowledge validation quiz/training evaluation

Last updated figures: 15/05/2024

Program

Training schedule

The concept of Customer Experience and the Customer persona

Understanding the concept of Customer Experience and its components
The Customer Persona

The consideration pyramid

The needs and motivations of clients
The consideration pyramid

The customer journey and moments of truth

What is a customer journey?
Building Your Customer Journey
Identify moments of truth.

Measuring the Delivered Customer Experience

Match the journey to the persona
Observe in the field

Defining improvements and innovations in Customer Experience

Identify levers for individual interactions.
Identify potential levers within the company.

After the training

Knowledge validation questionnaire

Before each session

Participants complete the corresponding e-learning module.

During the session

The trainer facilitates with quizzes, individual or collaborative exercises, challenges, and role-playing.

After each session

Participants complete practical exercises relevant to their own context.

TRAINING MODALITIES

Public

Anyone in charge of a project related to Customer Experience, such as project manager roles in: customer relations, customer experience, marketing, CRM, customer loyalty, etc.

All our training courses are accessible to people with disabilities. Contact us for specific support tailored to your needs.

Prerequisites

A positioning questionnaire is sent before the start of the training to assess the level before entering the training.

Evaluation

At the end of the training, participants will receive a questionnaire to validate their learning and establish the extent to which the training objectives have been achieved.

The results of this questionnaire will be provided to the client at the end of the training, during a post-training follow-up meeting (debriefing).

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Customer experience: a crucial element for the company

Customer experience has become a crucial element for any company seeking to thrive in a competitive environment. It's more than just a simple business transaction. It's all the interactions a customer has with a brand throughout their buying journey and beyond. A positive customer experience can lead to loyalty, recommendations and a solid reputation, while a negative experience can deter customers from returning and harm a company's reputation.

Why is customer experience important?

Customer experience is crucial because it directly influences a customer's perception of a brand. A positive experience can strengthen brand loyalty, encourage customers to recommend the company to others, and even pay a higher price for its products or services. In contrast, a negative experience can lead to customer loss, negative reviews, and a tarnished reputation.

How to improve customer experience?

There are many ways to improve the customer experience. First, it is essential to understand customer needs and preferences. Then, personalizing interactions based on this information can help create more relevant and engaging experiences. It is also important to provide high-quality customer service, offer multiple communication channels, and be responsive to customer needs.

What are the key elements of a good customer experience?

A positive customer experience relies on several key elements, including ease of use of products or services, quality of customer service, personalization of interactions, consistency across all communication channels, quick resolution of issues, and a transparent, seamless experience.

How to measure customer satisfaction?

Customer satisfaction can be measured using various indicators, such as satisfaction surveys, Net Promoter Scores (NPS), customer retention rates, online reviews, direct customer feedback, and product or service usage data. These measures can provide valuable insights into how customers perceive a brand and their experience.

How to optimize the customer journey?

Optimizing the customer journey involves mapping and analyzing each stage of a customer's buying process, from identifying the need to the final purchase, including after-sales service and loyalty. By identifying pain points and opportunities for improvement, a company can implement changes to make the customer journey smoother, more enjoyable, and more effective.

In conclusion, customer experience is an essential aspect of any successful business. By investing in improving the customer experience, companies can not only retain their existing customers but also attract new customers through a positive reputation and recommendations.