12-Month Customer Experience Playbook

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£2499.00pp

25 June 2019

8:00am - 4:00pm

From one-person businesses to larger, growing business, Customer Experience (CX) is the critical factor in not only the growth, but survival these days.

On this program you'll create your own Customer Experience Playbook to:

  • Increase sales by truly understanding your customers.
  • Increase profit through products and marketing that speak directly to your customers.
  • Deliver world-class Customer Experience that people love you for.
  • Reduce marketing and customer service costs through delivering more of what customers want, the way they want it and stimulating significant reach through word-of-mouth, endorced marketing.
  • Build deeper, stronger relationships with your customers so they stay longer, and recommend you to more people.
  • Build your reputation as a customer-focused business.

Your business needs this right now. That’s why, rather than waiting for the full 12 month programme to be completed before you can activate the learning and start seeing the impact it is having on your business - each month you will have a complete, actionable plan that you can immediately use to grow your business.

That means you will actually see significant growth in your business while you’re ON the programme.

Here's a brief overview of the programme itself:

A monthly programme, delivered over 12 months (with a month break for summer) - the dates of each session are agreed on by the group itself at the first session.

SESSION 1: CUSTOMER PERSONAS
You will develop a deep understanding of your customers so you can transform into a customer focused business

SESSION 2: THE CUSTOMER JOURNEY
You will have identified opportunities for growth at each stage of your customer journey.

SESSION 3: STIMULATING DESIRE
You will increase demand through building intense emotional desire for your products or services

SESSION 4: CUSTOMER EXPLORATION
You will understand how people look for what you offer, enabling you to put yourself at the front of the queue?

SESSION 5: DISCOVERING YOU
You will have the knowledge to stomp on the competition by clearly defining your Distinct Competitive Advantage

SESSION 6: ENGAGEMENT
You will understand how to generate more business by selling the way your customers want to buy.

SESSION 7: EXPERIENCE (PART 1)
You will be able to identify the gaps between customer expectations and your delivery. You will understand the costs and prioritise the solutions.

SESSION 8: EXPERIENCE (PART 2)
You will know how to retain and win more customers through outstanding delivery.

SESSION 9: CUSTOMER REFLECTION
You will create a multi-channel feedback process that enables you to influence repeat business.

SESSION 10: ACT AND SHARE
You will increase loyalty and grow your business through a proactive referral strategy, enabling you to maximise customer lifetime value.

SESSION 11: BUILD YOUR CX STRATEGY
You will build your Customer Experience Playbook that will give you a full CX strategy and roadmap to implement, with a clear idea of the Return on Investment and other impacts on your business

Location:

Sage Gateshead, St Mary's Square, , NE8 2JR

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