Course Objectives:
A satisfied customer is one that will be willing to give a good recommendation on your product/ services to friends. This workshop will teach participants how to design a company-wide consistent and positive customer experience strategy across channels for increased revenue. The 2-day interactive teachings will show the participants how to drive customer satisfaction and loyalty by provision of a consistent value offering.

Benefits of the Course:
At the end of the program, participants will be empowered to:
*    Identify and benchmark your customers’ experiences.
*    Define opportunities for your organization to improve customer interactions in ways that are truly significant to the customer.
*    Prioritize changes that are valuable to your company and its customers.
*    Understand the importance of enhancing service quality and customer delivery to meet customer satisfaction.
*    Implement strategies/tectics for continuous ‘customer experience’ assessment.
*    Identify opportunities for customer experience enhancement and development
*    Build an effective and measurable customer experience management process

Course Overview:
*    The Customer Experience - A Journey not a Destination
*    The 7 Dimensions of Customer Experiences
*    The Customer Experience Value Chain & Process
*    The Benefits of Customer Understanding & Insight
*    The Stages of Customer Experience
*    Uses of Customer Experience Mapping
*    Key Success Factors for Customer Experience
*    Designing & Managing Customer Experiences
*    7 Step Guide to Better Experience Processes
*    A Customer Experience Framework
*    A Service Experience Model & RATER Framework
*    Building Brand Loyalty through Customer Experience
*    The Service - Profit Chain Analysis
*    Engaging & Inspiring your Personnel for CEM
*    Justifying your Investment in CE Technology

Who should Attend:
*   Relationship Managers
*   Marketing Managers
*   Sales and Customer Care Managers and Supervisors

Venue:
Lagos, Nigeria

Date:
10th - 11th May, 2012

Course Fee:
N180, 000 (Exclusive of VAT)