Customer Experience Management Strategies

Description:

On Day One the course covers the new agenda for Customer Experience Professionals and introduces a number of powerful techniques

KeyTopics:

• Understanding the trends and new strategies that drive immediate performance impact.
• The links between customer experience and brand success or decline?
• What are the leading 1% of companies doing that the remaining 99% miss or are not even aware of?
• Outcome-based thinking: the most significant pillar in customer centricity thinking missed by most organisations.
• Identify the strategies used by the best customer-centric companies in the world. Which trends can we learn from and which should be avoided?
• Learn the principles behind the Advanced Customer Outcome Framework to create significant opportunities through customer innovation.
• Understand why traditional customer insight methods such as Voice of the Customer are now massively suboptimal.
• The advanced Customer Wants/Needs Framework – moving to outcome-driven insight. Learn how to define these in order to drive customer strategy and differentiate you from your competitors.
• New techniques that help the practitioner to identify innovation opportunity, that are quick to implement and easy enough to be usable by anybody in the organisation

Description:

On Day Two the course will focus on practical techniques to implement the strategies and drive customer loyalty.

KeyTopics:

• Understand why well-defined Customer Strategies aligned within the Business Strategy are critical to organisation success
• Learn where these strategies have been applied and the resulting impact on the organisation’s business performance.
• Understand the different types of customer loyalty and the importance of each of these to the organization.
• Learn the role emotional attachment plays in loyalty and learn how to build emotional attachment.
• How to build loyalty with brands where no emotional attachment is present.
• Strategies to adapt this to your own organisation.
• Real World Case Studies.
• Workshop Activities and Exercises.

Description:

On Day Three the course covers a practical framework for CX innovation and further techniques to support it

KeyTopics:

• The driving fundamentals of the next practice innovation framework should contain and understand how it helps a CX function to identify opportunity where traditional innovation thinking fails
• Approaches to linking innovation to the customer strategy and structured change programmes
• Innovation – truths and myths
• Creating a methodology to build either a simple (lite) or a comprehensive (enterprise) business case which can be applied to any change programme, measuring P&L impact, ROI and KPI impact.
• New innovation techniques which assertively identify new ideas and solutions which drives significant impact on both customer and company.
• Understand the process to change the organisation’s thinking patterns by re-defining their driving focus and create new revenue, market and differentiation opportunity.
• Extended outcome-based thinking techniques to uncover new customer innovation opportunities
• Guidelines to practically implement innovation projects into the organisation in a way that minimises the negative impact of “business as usual”

Description:

On Day Four the course will focus on business strategies for customer innovation and competitive differentiation

KeyTopics:

• Why typical Business Strategy approaches fail to deliver for the vast majority of organisations
• How customer experience-obsessed organisations align the customer experience strategy into the business strategy as the core differentiator for business superiority.
• Understand approaches to assess the organisation’s ability to deliver against its strategies in a way that uses the company’s staff to help prioritise and define change programmes.
• Techniques to align staff to a common consensus on priorities and approaches, so strategies not only drive a culture of CX obsession, they are widely supported within the organisation.
• Competitive differentiation:
  • How to quickly assess organisational capability against either traditional or disruptive competitors.
  • How to build a specific competitive differentiation success strategy against both short, medium and long-term goals
  • How to align competitive differentiation into the strategic agenda

Description:

On Day Five the course will introduce behavioural change techniques, enable participants to define an appropriate technology support environment and pull it all together into an implementation process

KeyTopics:

• Defining the “right” measures for the organisation to align customer outcomes to the business, people and supporting technology
• Amending traditional balanced scorecard approaches to focus on everything an organisation does to the customer agenda
• Creating a driving focus and behaviour whilst removing complexity in success measurement
• Understand the reasons why 70% of technology change programmes still underperform or fail
• The fundamental misalignments in automation projects. How successful organisations improve business to technology alignments
• Creating a technology innovation framework that moves from traditional “prescriptive” to more flexible outcome-based “adaptive” technology environments which remove legacy complexity, cost and failure
• The Automation Landscape technique and its application to a specific case study
• The CX Implementation Methodology for accelerating momentum and establishing a culture of customer-obsession
• The FAST methodology to drive success strategies for effective CX leadership
• The most common mistakes in implementing an effective CX-driven organisation – and the 10 driving guidelines to avoid the most common pitfalls
• Why driving a culture of CX obsession starts with belief and culture not projects and process.
• How driving a focus on customer outcome into every aspect of the organisations thinking and culture will change.