Managing the customer experience

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Managing the customer experience
Why is managing the customer experience so important? How to start the process? Customer experience is one of the hottest trends today, since it is an effective way to stand out as a company. This training explains the whole idea of customer experience, why it is important and how to manage it.

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Varighet: 00:42:20
Dato: 14.11.2017

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Why is managing the customer experience so important? How to start the process? Customer experience is one of the hottest trends today, since it is an effective way to stand out as a company. This training explains the whole idea of customer experience, why it is important and how to manage it.

Agenda:
• Especially for supervisors and managers, but benefits also people in other positions
• What, why and how
• Company culture
• Customer experience and employee experience

 

Trainer information:
Trainer: Micaela Solana | Business coach, Valmennus Micaela

Micaela is a proficient coach and educator, who has also gained years of valuable experience working in executive management positions in service industry companies.
She is a passionate, innovative and collaborative coach, who wants to challenge and inspire people to create and conduct better leadership, working environments and customer experiences, that inevitably result in more profitable business.

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Opptak (Demo)


Dette er en kort demo av opptaket. Lengde er 5 minutter.
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Innhold

1: Customer experience management
00:00:48 What is customer experience management (CEM / CXM)
00:01:25 Why is Customer experience management (CXM) important
00:03:30 So where do you start..?
00:04:14 Customer loyalty and profits
2: Management, leadership and company culture
00:06:48 Management and leadership
00:09:32 Leadership
00:09:57 6 C’s of a great leader
00:13:54 Company culture
00:15:32 Company culture impacts employee experience
00:20:34 Employee engagement
3: SMART
00:25:46 Customer Experience management with SMART - Goal setting
00:26:21 SMART Goal setting - method
00:26:52 What does SMART stand for?
00:32:25 7 tips for leading great customer experiences