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20% off all training courses booked in January - use code JAN20

Discount (JAN20) applies to training courses running in January, February and March 2019. See full *terms and conditions.

Overview

The defining feature of the internet era is a shift in power from companies to individuals. The customer journey is likely to start with finding out about a brand and end with telling other people about it. The customer experience today is a powerful means of differentiating one brand from another but many companies have been slow to recognise how fundamental the customer experience is to business success. Research regularly confirms that organizations able to skilfully manage the entire customer experience reap enormous rewards: enhanced customer satisfaction, reduced churn, increased revenue, and greater employee satisfaction. This course builds an understanding of the customer journey on the way to purchase and after.

Who should attend?

Marketing or Sales professionals at middle management level. The content will also benefit those working in customer service. Also relevant for those in NPD, product managers, business analysts and user experience professionals

Learning outcomes

  • The importance of Customer Experience management
  • Ways of mapping the customer journey
  • Tools to monitor the Voice of Customer & Voice of Employee
  • Organisation audit to identify areas for improvement

Course Dates

Start Date End Date Location
28 Feb 2019 28 Feb 2019 London
21 Mar 2019 21 Mar 2019 Newcastle NE3 1HP
12 Jun 2019 12 Jun 2019 London

Course Director

Ian Golding

A highly influential freelance Customer Experience consultant, Ian advises leading companies on Customer Experience strategy, measurement, improvement and employee advocacy techniques and solutions. Ian has worked across multiple industries including retail, financial services, logistics, telecoms and pharmaceuticals and has deployed Customer Experience tools and methodologies all over the world. An internationally renowned speaker and blogger on the subject of customer experience (ijgolding.com), Ian also served on the inaugural board of Directors of the CXPA (Customer Experience Professionals Association).

Enquire

Is this course right for me? To speak to one of our Learning Advisors, call us on +44 (0)1628 427360 or complete the form below.

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