Training
Customer Experience Management Training
Customer experience management (CEM) is the process of designing and improving the overall experience of a customer throughout their interactions with a company or brand. It involves identifying, understanding, and managing all
of the different touchpoints that a customer has with a company, from initial awareness to post-purchase follow-up.
CEM involves understanding the customer's needs, wants, and desires, and then designing and delivering an experience that meets or exceeds those expectations. This includes everything from the product or service itself, to the
packaging, advertising, and customer service, as well as digital and physical interactions with the company.
It also includes capturing customer feedback, analyzing it and using it to improve the customer experience, and also to make data-driven decisions. CEM is also closely linked to customer relationship management (CRM) and focuses
on creating and maintaining a positive relationship with customers over time.
Overall, CEM is a holistic approach to managing the entire customer journey, with the goal of creating loyal, satisfied customers who will continue to do business with the company and recommend it to others.
“Customer experience management is not a department, it's an attitude.”
- Tony Hsieh
What we offer in this Training
A customer experience management (CEM) training session covers a variety of topics, such as:
- Understanding the customer journey: Trainees may learn how to map out the customer's journey and identify all of the different touchpoints that a customer has with a company, from initial awareness to post-purchase follow-up.
- Identifying customer needs and expectations: Trainees may learn how to identify the customer's needs, wants, and desires and design an experience that meets or exceeds those expectations.
- Designing the customer experience: Trainees may learn how to design and deliver an experience that creates a customer who is willing to pay more and refer others.
- Measuring and monitoring the customer experience: Trainees may learn how to capture customer feedback, analyze it, and use it to make data-driven decisions to improve the customer experience.
- Creating a customer-centric culture: Trainees may learn how to create a culture within the organization that is focused on the customer and how to align the entire organization around the customer experience.
- Empathy and active listening: Trainees may learn how to put themselves in the customer's shoes and actively listen to their needs and concerns.
- Managing customer complaints and feedback: Trainees may learn how to handle customer complaints and feedback in a positive and productive way.
- Employee engagement: Trainees may learn how to engage employees in the customer experience management process and how to create a sense of ownership among employees.
- Digital customer experience: Trainees may learn how to design and deliver a positive digital customer experience and how to use technology to enhance the customer experience.
- Continuous improvement: Trainees may learn how to continuously monitor and improve the customer experience over time.
