Customer Experience (CX) Management: Enhancing Customer Satisfaction through Improved Service and Support Strategies

Course Summary:

The Customer Experience (CX) Management course spans two days and focuses
on strategies to elevate customer satisfaction and loyalty through effective service
and support management. Participants will gain insights into creating exceptional
customer experiences that drive business growth and customer retention.

Learning Objectives:

By the end of this course, participants will:
1. Understand the critical role of customer experience management in
business success.
2. Learn techniques to measure and analyse customer satisfaction to identify
areas for improvement.
3. Develop strategies to enhance service delivery and support mechanisms.
4. Implement effective customer feedback mechanisms to continuously
improve service quality.

Course Outline:
• Introduction to Customer Experience (CX) Management
• Understanding the concept of customer experience and its impact on
business performance.
• Identifying essential elements that contribute to a positive customer journey.
• Summary: of current trends and best practices in customer experience
management.
• Measuring and Analysing Customer Satisfaction
• Introduction to metrics such as Net Promoter Score (NPS) and Customer
Satisfaction Score (CSAT) to assess customer sentiment.
• Techniques for mapping and analysing customer interactions to improve
service delivery.
• Methods for collecting, analysing, and acting on customer feedback to
drive service improvements.
• Strategies for Improving Service and Support
• Strategies for tailoring customer interactions to individual preferences and
needs.
• Techniques for anticipating customer needs and providing proactive
support.
• Enhancing communication techniques to foster positive customer
interactions and resolve issues efficiently.
• Implementing Customer Feedback Mechanisms
• Methods for gathering feedback through various channels and integrating
feedback into service improvements.
• Implementing iterative processes to continuously enhance service quality
based on customer insights