Designing Your Customer Experience: From Basic to WOW (14 hrs)
Course Code: CX-DYCE-S
*Classroom-based Learning*
In a world where customers are always ‘on,’ creating a positive customer experience has become the make or break for an organisation looking to stand out in a crowded marketplace.
Businesses are constantly seeking ways to more accurately predict customer behaviour and attitudes. Data models and traditional market research often overlook a research methodology that can tell you what customers are thinking, feeling and doing at each stage of their relationship with you. This methodology, titled “customer experience mapping” uncovers customer emotions and attitudes through the entire customer life cycle, resulting in opportunities for more relevant communications, better customer relations, higher retention rates, and increased lifetime value.
By cataloguing key customer touch points and talking to customers about their experiences during those key touch points, it’s possible to create a customer experience map that provides a concise picture of what customers are thinking, feeling and doing. The map not only identifies gaps in customers’ experiences but also delivers an actionable framework to improve them.
- Understand the current end-to-end CX path and identify areas for improvement
- Design a more systematic and CX framework that addresses service gaps and is customer-centric
- Create a service culture with clear and specific CX maps and corresponding standards
What is a customer experience map and how to create one?
- Various components of a CX map such as its guiding principles, customer action path, thinking processes and feelings during the service encounter
- This helps to understand a customer experience holistically in their interactions with the company
How to use a customer experience map to pinpoint gaps in your customers’ experiences
- To identify the various gaps and analyse gaps
- The analysis will often lead to an initial set of recommendations to close some of the most glaring gaps
How to apply your findings to create a competitive advantage
- These gap findings will be crucial in creating the new CX maps, and standards and developing innovative and customer-centric experience
Experiential methods of learning will be applied to enable participants to learn and practice the concepts and skills taught during the course:
- Mini-lectures
- Presentation and group discussion
- Case Studies
- Videos
This course is suitable for front-end and back-end service process owners/ supervisors and managers:
- Anyone with a role in planning and designing customer service and experiences in the company
- Anyone who is currently managing the Customer Experience Team and is looking for ways to improve the total experience
Duration : 2 days (14 hrs)
Time : 9:00am to 5:00pm
With effect from 1 Jan 2024
| Fees | Individuals | |||
| Course Fee | $500.00 | |||
| Add: GST @ 9% of Course Fee | $45.00 | |||
| Total Fee Payable to SQC | $545.00 | |||
- Understand the current end-to-end CX path and identify areas for improvement
- Design a more systematic and CX framework that addresses service gaps and is customer-centric
- Create a service culture with clear and specific CX maps and corresponding standards
What is a customer experience map and how to create one?
- Various components of a CX map such as its guiding principles, customer action path, thinking processes and feelings during the service encounter
- This helps to understand a customer experience holistically in their interactions with the company
How to use a customer experience map to pinpoint gaps in your customers’ experiences
- To identify the various gaps and analyse gaps
- The analysis will often lead to an initial set of recommendations to close some of the most glaring gaps
How to apply your findings to create a competitive advantage
- These gap findings will be crucial in creating the new CX maps, and standards and developing innovative and customer-centric experience
Experiential methods of learning will be applied to enable participants to learn and practice the concepts and skills taught during the course:
- Mini-lectures
- Presentation and group discussion
- Case Studies
- Videos
This course is suitable for front-end and back-end service process owners/ supervisors and managers:
- Anyone with a role in planning and designing customer service and experiences in the company
- Anyone who is currently managing the Customer Experience Team and is looking for ways to improve the total experience
Duration : 2 days (14 hrs)
Time : 9:00am to 5:00pm
With effect from 1 Jan 2024
| Fees | Individuals | |||
| Course Fee | $500.00 | |||
| Add: GST @ 9% of Course Fee | $45.00 | |||
| Total Fee Payable to SQC | $545.00 | |||
Course Application
| Details | Registration |
|---|---|
|
March 14, 2024 - March 15, 2024 (9:00 am - 6:00 pm)
[Online LIVE stream via Zoom]
|
Closed |
|
June 13, 2024 - June 14, 2024 (9:00 am - 6:00 pm)
[Online LIVE stream via Zoom]
|
Register Now |
|
September 19, 2024 - September 20, 2024 (9:00 am - 6:00 pm)
[Online LIVE stream via Zoom]
|
Register Now |
|
December 12, 2024 - December 13, 2024 (9:00 am - 6:00 pm)
[Online LIVE stream via Zoom]
|
Register Now |
