Available March – November 2011
Cost: £125.00 Members
£160.00 Non – Members
This is a 6 hour online course including 1-1 mentoring by Morris Pentel providing training on a basic model for Customer Experience planni ng for professionals involved in customer experience. Many organisations today struggle to define best practice and to measure the impact of their plans for the delivery of customer service. In addition the arrival of social media and the changing nature of customer expectation all add to the challenges. CE Professionals need to understand the changing value of brands and the Return on Investment in a rapidly market.
Operating in this new world Customer Language and Channels are now in focus more & more as we realise that customers are the scarciest resource.
This course is built on the Customer Experience Foundation model and comprises the following modules:
- 1 Understanding Customer Experience models
2 Planning tools
3 Developing Customer Insight & Measuring Customer Experience
4 Working with Customer Channels & Language
5 Using Voice of the customer programmes and other tactics
6 ROI on Customer Experience Programmes
This course is tailored to individual needs and delivers actionable insight. Working with your mentor you are able build a working plan for customer experience. Each session is held online with both pre-prepared content and live elements. Each session lasts 1 hour and attendees can chose the times and dates for their training subject to mentor availability so the course can be done in one day or over 6 weeks.
Attendees gain all the course materials together with a Customer Experience Foundation Certificate and 1 years Foundation membership which gives them access to the Foundations collateral database of research and reports together with discounts on events.
