The Customer Experience Management course is for you if:
You are responsible for Customer Experience in your organization
You are a Manager with customer-facing responsibilities
You are an employee or team leader in Marketing and Services
Location
Online, Zoom platform
Course format
Open/closed
Degree
XONTECH Academy Graduation Certificate
Offered materials
Course material in PDF format
Benefits of attending the Course
01
You will understand the Customer Care Experience principles and approach the customer relationship more effectively
02
You’ll learn how to define the Customer Journey and how to Loyalize the Customer.
03
You will approach the customer through their emotional expectations and learn to measure performance in CEM
Training program
Days:
3 days with 2 sessions per day
Sessions:
Total +/- 6 sessions, 4 hours each, lunch and coffee breaks included.
Daily schedule:
From 8.30 - 12.30 and 13.00 - 16.30
Questions that will be answered in the Course:
- What is Customer Experience? What are the basic principles of CEM?
- What is the impact of focusing on Customer Experience instead of Customer Service?
- How is a Customer Journey defined?
- How do you make the customer loyal in CEM?
- What are the customer journey planning tools?
- What are the key moments along the way?
- What are the tools for staff to take action with customers?
- What ensures a successful Customer Experience Management implementation?
Course content
Session 1
- What do customers want and expect today?
- What transformations have the Experience made important?
- The role of emotions in the customer-business relationship;
- Customers' emotional expectations: the "Brand Promise".
Session 2
- What do customers expect from the brand you work for?
- Differentiation from the competition in EMF;
- Exceeding expectations in Customer Experience;
- 5 Key Principles in Customer Experience;
- The school of customer loyalty - 4 basic emotions.
Session 3
- The customer's emotional journey - Customer touchpoints;
- Pain/pleasure scale in Customer Experience Management;
- The moment of truth in the Customer Journey;
- Net Promoted Score - measuring performance in EMC;
- Retail and service employees - ambassadors of the brand experience.
Course suits you, but want more information? Request the Course program by e-mail.
Reviews
The activity is predominantly a workshop with practical applications.
The topics are approached by continuously linking to real case studies from the specific market or from the participants’ day-to-day work, the concepts are brought into the sphere of immediate applicability. The trainers have extensive experience as consultants in the field for multiple industries; they are founding members of the World Association of Customer Exprience, internationally certified experts in CEM.
Course speaker
ADRIAN BARBU
Master Trainer/Executive Coach
He started his career as a team leader in Logistics in France. She has more than 16 years of practical experience as a manager in multinational companies at local and international Board level, in Sales, Marketing, Purchasing, Development.
He has subsequently gained valuable expertise in over 15 years of consulting, training and coaching for more than 150 top multinational and local companies in various industries (Automotive, Robotics, IT, Banking, Electronics, Electronics, Pharma, Insurance, FMCG, Cosmetics, Tire, Furniture and Decoration), serving some of these companies in several countries (Greece, Czech Republic, Slovakia, Hungary, Serbia, Ukraine, Bulgaria, Poland, Pakistan).
In this capacity, he assists leadership teams to create, innovate and successfully implement their companies’ medium and long-term strategies. Through the programs delivered, Adrian supports strategic thinking, team synergy, engagement, innovation and sustainable performance.
Adrian is invited on 4 continents as a Key Note Speaker at international conferences and in recent years has consistently achieved 1st place in audience feedback scores. He works as Executive Coach and volunteers as Business Mentor for student start-ups.
With a solid academic background BA in Linguistics and MBA in Business Administration, internationally certified as an Executive Coach (ICF-ACSTH), as NLP Master (Richard Bandler – School), and as an expert in Customer Experience Management, Adrian manages to create a unique, challenging, transformative experience for participants, in the classroom or online environment.
Adrian is Master Trainer for Strategy, Performance Management/MBO and Change Management, Leadership, Sales, Negotiation and Applied Emotional Intelligence.
Program investment:
(per participant)
- For attending at least one XONTECH Academy course, you receive: - a voucher worth EUR 50 for the next course, valid until the end of this year.
Guaranteed ROI > 500%
Our Team
Trainer, Coach
Marketing Director
Head of Training Department
Marketing expert
