CUSTOMER EXPERIENCE MEASUREMENT
If you're serious about customer-led transformation, then customer experience needs to be foremost in your strategic plan. A good place to start is by making an effort to truly understanding what your customers think of your business and how you interact with them. This means measuring your business in the way your customers would measure you, rather than the way you would measure yourself.
Customer Journey Mapping
COURSE DESCRIPTION
This one day workshop offers delegates a practical scenario based learning on 'How to build a customer journey'; explaining how it can be used to shape future decisions about the customer experience you're looking to deliver. You'll learn how to tie the emotions of your customers with the hard facts of your customer journey performance.
AUDIENCE: Customer Experience Professionals and Leaders of all levels.
DURATION: 1 Day workshop
COST: £195 +vat
Customer Experience Measurement NPS® Master Class
COURSE DESCRIPTION
Take a tour through the logic of the customer loyalty metric Net Promoter Score (NPS®). Understand it's benefits and learn how to use the data and priceless verbatim to shape your organisation around your customers' needs. Uncover the impact to the bottom line by learning how NPS® can be used to understand and forecast financial performance. The course also covers different survey techniques, with best practice examples.
AUDIENCE: Customer Experience Professionals and Leaders of all levels.
DURATION: 2 Days
COST: £375 +vat