Customer Experience is not about happy faces in a Customer Satisfaction Survey
Customer Experience programs should have clear financial objectives to meet, a clear business case, as any reasonable initiative in business. Increase revenue, reduce costs, protect shareholder value and profit.
But most Customer Experience initiatives settle with fuzzy financial objectives, like having an amount of happy faces on a quarterly customer satisfaction report, or a positive NPS (Net Promoter Score) result.
Instead, well designed Customer Experience initiatives can reduce costs by helping customers to avoid issues while consuming your products or services, and increase customer acquisition and retention by helping you to classify them and provide exactly what they need.
You don’t need to reinvent the wheel or spend large amounts on IT projects
Implementing Customer Experience Management in a business is a Cultural Transformation, not just purchasing some software or hiring some consultants.
As a business leader/owner you must be knowledgeable on the topic, because this is something you cannot just delegate: Customer Experience Strategy must come from the highest management and led by example.
A Customer Experience initiative can be implemented successfully with solid management of Cultural Change, Agile techniques, clear Objectives and Indicators, and widely available technology. All you need is to have enough executive knowledge to lead the process.
So why learn by trial and error if you can have access to the knowledge, experience and tools provided by this course?
Transform your business into a Customer-centric machine
What can you expect to be able to do after taking our Customer Experience Strategy course?
This course is based both on research and professional experience, so you’ll be able to put into practice what you have learned immediately after each lesson.
Module 1: What is Customer Experience and Why should I care?
To learn how to become an “Easy to do Business with” (EDTBW) company, you first need to know what is Customer Experience and, most importantly, what it isn’t. This module will give you the core concepts, with plenty of examples and useful real world facts, so you will have a clear vision of what you should expect to achieve once you finish the course.
Module 3: Know Your Customer
To be Customer Centric means knowing how they use your products, what they use them for, and how you help them succeed. Then redefine your market to avoid bloody competition and sail into profitable “Blue Oceans”. This module will teach you the basics of Blue Ocean Strategy needed to redefine your customers into profitable categories, easier to serve.
Module 5: Customer Success
This module will teach you how to create your Customer-centric Service System, so it accomplishes the 5 Objectives for a great Customer Experience, and provides its necessary functions. You will turn every contact point into a “feedback engine” that will power your “Voice of the Customer” strategy, and help everyone become accountable of the shared success.
Module 2: You cannot improve what you don’t measure
Customer Experience Strategy is built on top of your Business Strategy. This module will teach you how to refine your business objectives, craft insightful indicators that truly reflect what you want to achieve, track your progress using the Objectives and Key Results methodology, and execute smoothly your plans using Agile Management and Kanban.
Module 4: Know Yourself
You will identify your As-Is (current) “Customer Journey”, to be conscious of what you are doing great. Craft your To-Be (desired) Customer Journey, to set your sights into what you need to improve. Design a roadmap that will take you there, step by step. And assign responsibilities: Customer Experience requires everyone’s participation!
Module 6: Tools of the Trade
This module will teach you how to support your Customer Experience strategy with inexpensive and widely available technology tools, many of those you probably already have, like Google Workspace, spreadsheets, etc. These tools will enable you to educate proactively your customers, automate your support processes, track customer issues, etc.
30-Day Money Back Guarantee
And to really make it easy for you to move forward with this, I’m offering an incredible 100% risk-free guarantee.
Improve your bottom line through Customer Experience Strategy
Enroll in our course and get 12 months of full access and updates to it, permanent access to our Private Discord Server, and let’s begin your Customer Experience transformation journey TODAY!
