Workshops Customer experience strategy & implementation
Your organisation is thinking about embarking on a customer experience programme but where to start? What resources are required? What are the pitfalls to watch out for? What does best-practice implementation look like? What return can we expect from our investment? What's the best strategy for us?
Our customer experience strategy and implementation workshop is a short, highly effective immersion into the latest thinking around customer experience and the simple, proven steps to implementing it successfully. By bringing together key stakeholders you will ensure that you have an aligned team behind your customer experience strategy from the very start. Importantly, it provides you with the opportunity to raise and answer all those thorny questions and doubts that can undermine commitment. It’s your chance to question the experts and also learn about the practices that define leading brands. This workshop is an investment that will save you time, money and stress
What we'll cover
- Determining the best CEM strategy for your organisation
- Identifying the values that drive customer loyalty for your business
- Identifying the enablers and barriers to delivering great experience
- Defining a brand promise and customer experience that builds loyalty
- Developing an implementation plan to align your products and processes - and how to get your people behind it
- The pitfalls to avoid and how to measure your success
- Selecting and manage the best external experts to help you - and whether you need them
We don’t do standard workshops. Each is specifically designed for each client. But there’s a few key things they all have in common:
They’re fast paced. A full intensive immersion into the ‘how to’, the tools, the practices that really work and the chance to question the experts. For this reason, we always recommend pre-work reading and assignments so that executives come into the workshop with a shared understanding of the methodology and the terminology
They’re immediately applicable. Whilst covering the theory, much of the time will be spend on the application, so people walk away with practical action plans that can start to be implemented the very next day. We provide guides and tools to help with the application.
They’re interactive. We avoid the usual ‘data dump’ and long onerous power-point sessions. Our style is high energy, challenging, idea-inducing, entertaining and engagingly experiential. If you can’t create a buzz around customer experience at this stage, you can’t expect your team to lead it with any enthusiasm. We use digital and case studies to bring this to life for delegates as well as self-assessments to determine where you are on your journey.
They focus on innovative practice, rather than best practice. They build on our research, books and experience of working with innovative brands around the world. So we draw on examples such as Apple, Burberry, O2 but also include many other less known brands to demonstrate that you don’t have to be bit to be innovative