Getting customers has always been difficult and in this competitive climate it’s becoming even harder. Attracting customers is only the first step – keeping customers, and transforming them into being brand advocates is the next challenge for leading organisations thriving on quality customer experience and consumer service.
How can we deliver on the company’s customer promise quickly and effectively?
Do we really understand our customers’ concerns, or problems, in a planned and strategic manner, or is it more reactionary?
Do your customers have an ‘intent’ to recommend, or do they actively recommend your company as true advocates?
Many organisations may already invest in understanding customers through customer satisfaction metrics. However, this new program delves deeper into customer insights and consumer data to drive customer transformation to maximise NPS through productive customer journey mapping.
We will uncover the drivers of your customer experience to assist to turn your customers into advocates.
In this program we focus on how you can ‘become the customer’ and create meaningful customer journeys through your organisations, pin-pointing pit stops and highlighting value chains, to improve customer experience and brand loyalty, far beyond a customer satisfaction rating. This deep dive of data will help in alignment of both your internal and external customer insights so as to prioritise improvements in the overall customer experience.
- Understanding NPS
- Making sense of NPS data
- Creating customer journey maps
- Customer experience improvement plans that stick and are measurable
|Who Should Attend||Program Theme|
This program is designed for Intermediate participants
who have general experience in customer experience,
consumer care and complaints management roles, who
have been working in the industry for more than 12 months
and are looking to extend their professional skills and
Participants with Rising Star skills are also advised to