Improve the Customer Experience of

ITS ORGANIZATION

This training course will give you solid knowledge and skills in customer segmentation, the customer journey and the development of a customer culture within your company.

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Objectives

Develop the ability to effectively manage a Customer Experience improvement project from A to Z (definition, implementation, evaluation).
Acquire a comprehensive methodology and operational tools for managing a multi-channel Customer Experience project
Know how to implement an exclusive method for observing and measuring the Customer Experience.

Intra

Our INTRA sessions enable you to customize the training to your context and challenges, with specific anchoring options.

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Training start date: Training can start 8 days after signature of the agreement or receipt of the OPCO funding agreement.

Customer reviews

5/5 (732 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

The Customer Experience concept and the customer persona

The Customer Experience concept and its components
The Customer Persona

The consideration pyramid

Customer needs and motivations
The consideration pyramid

The customer journey and moments of truth

What is a customer journey?
Building the Customer Journey
Identifying moments of truth

Measuring the Customer Experience delivered

Cross-referencing path and persona
Observing in the field

Defining improvements and innovations in Customer Experience

Identify levers on individual interactions
Identify possible levers at company level

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

Anyone in charge of a Customer Experience project. Project managers: customer relations, customer experience, marketing, CRM, customer loyalty...

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).

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Would you like to discuss your training needs?

The 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 much more than a simple commercial transaction. It's all the interactions a customer has with a brand throughout the buying journey and beyond. A positive customer experience can lead to loyalty, referrals and a solid reputation, while a negative experience can deter customers from returning and damage 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. On the other hand, a negative experience can lead to lost customers, negative reviews and a tarnished reputation.

How can we improve the customer experience?

There are many ways to improve the customer experience. First, it's essential to understand customers' needs and preferences. Then, personalizing interactions based on this information can help create more relevant and engaging experiences. It's 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 good customer experience is based on several key elements, including ease of use of products or services, quality of customer service, personalization of interactions, consistency across all communication channels, rapid problem resolution and a seamless, frictionless experience.

How do you measure customer satisfaction?

Customer satisfaction can be measured using a variety of 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 its experience.

How to optimize the customer journey?

Customer journey optimization involves mapping and analyzing every stage of a customer's buying journey, from the identification of the need to the final purchase, including after-sales service and loyalty. By identifying friction points and opportunities for improvement, a company can implement changes to make the customer journey smoother, more enjoyable and more efficient.

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