This half day workshop helps you to get to the heart of your customer relationships by sparking structured conversations about who your customers are, what you know and don’t know about them, and how you want customers to feel when they engage with you.
Course price includes:
Perth’s best facilitators and coaches at Perth’s best CBD training centre
Interactive, practical and hands on learning with small groups for maximum impact
Organisations and businesses exist because of customers. They succeed by being customer centric. This workshop uses the CX Deck, a beautifully simple tool and card game to create a great customer experience. This workshop is useful for leaders and whole teams.
Course Times
8:30am to 11:30am
Course Content
Introduction
Welcome
Objectives
Customers at the centre
Identifying and personifying our customers
Exploring the customer experience (CX)
The five core emotions of a positive customer experience
Actions and behaviours that trigger these positive emotions
The five core emotions we do not want customers to feel
Actions and behaviours that trigger these undesired emotions
The customer journey
Moments that matter
Putting it all together
Complete a customer experience canvas
Create action plans
Outcomes
Understand the importance of how emotions influence the customer experience
Identify the behaviours and processes that trigger these emotions
Identify the touch points in the customer journey
Create a customer experience canvas for the team to deliver a great customer experience
Prerequisites
This course requires no previous training or experience.
