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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?

This course would be ideal for 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, as well as any other function involved in the customer journey.

Learning outcomes

• The importance of customer experience management
• Ways of mapping the customer journey
• Tools to monitor the voice of the customer and voice of the employee
• Organisation audit to identify areas for improvement

Course Dates

Start Date Days Location
12 Jun 2019 1 London
 
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13 Sep 2019 1 London
 
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02 Nov 2019 1 London
 
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Course Director

Jean Sutton

Jean has been a member of the CIM Expert Delivery Team for almost 20 years and runs qualifications and tailored courses both open and company specific. Clients for those courses have included 3M, Microsoft, Nissan and Coca Cola as well as Oxford University Press and City and Guilds.

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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