To maintain sustained growth, companies need to continually create or add value for their customers, but often deciding how to do this is not easy. Value created in some areas of the organization brings greater returns than value created in other areas. Moreover, in a competitive market, value creation is dynamic areas that can be profitably exploited one year may not be as profitable later.

Organizations need to continually analyze value creation and maintain the flexibility to direct investment focus on activities producing the greatest returns. The methods and processes needed to do this are part of Customer Experience Management, the primary goal of which is to provide an analytical framework to help companies build a competitive advantage by providing superior value.

Learn how to evaluate the performance of your company's processes from your customers, not from internal executives. This "outside-in" view is in sharp contrast to the "inside-out" view used by many organizations to identify strategic initiatives.

Fundamentals of Customer Experience Management Course Objectives

• Use Voice of the Customer studies to identify important customer attributes.
• Learn how customers' value perceptions are formed and how they influence future purchase behavior.
• Relate key attributes of value perceptions to your key business processes.
• Understand the relationship between process performance measures and customer survey results.
• Develop and implement effective approaches to improve process performance results.

Fundamentals of Customer Experience Management Topics

• Starting your project
• Identifying your key business process
• Reviewing recent qualitative and quantitative research
• Understanding the Voice of the Customer
• Creating a survey to understand the model
• Survey your customers and competitors' customers
• Analyzing survey results
• Value maps, value models
• Guidelines for reports
• Planning and chartering improvement efforts
• Popular practices: fatal mistakes
• Funding improvement initiatives
• Measuring the effectiveness of improvement efforts
• Linking process measures to survey results
• Comparing survey results before and after
• Continuing the cycle of improvement

Who Should Attend Fundamentals of Customer Experience Management?
Ideal for senior managers in market research, operations, customer service, quality, and financial forecasting, as well as Six Sigma Black Belts and Master Black Belts.

CEUs: 1.5
Number of Days: 2