Managing Customer Experience

Overview

Delivering a captivating customer experience, at times can be challenging. People need to understand the values and guiding principles by which they need to operate when delivering a powerfully positive customer experience.

Team members look to their manager for support and encouragement to do the right thing. When a manager is close to its team, he/she can support them to make the right decision when help is needed. Also, the manager quickly sees the operational need for policy review when working with the team and keeping close to the customer touchpoints.

By building a collaborative climate any manager responsible for customer experience enables everyone to become accountable for creating promotors and brand advocates.

Set a framework for defining service standards that everyone works towards
Identify the levels and drivers for delivering a compelling customer experience
Create agendas for team meetings that enable delivery of positive customer experience

Key Benefits

Who is it relevant for?

Those responsible for managing and encouraging others to live a customer-centric culture that enables delivery of world class customer experiences

Identify the characteristics of customer-centric organisations
Set a framework for defining service standards
Identify the levels and drivers for delivering a compelling customer experience
Define the role a manager takes as the CX coach
Identify team strengths in delivering the customer experience
Practice coaching and feedback conversations that enhance the ability to add value at various touchpoints
Foster collaboration by building a climate of trust
Create positive accountability connections to ensure everyone connects their role with sustaining a customer-centric culture