Companies and brand owners understand that customers’ enjoyment or suffering in their experience with a product or service is critical to maintaining the growth and profitability of the company and the ability to retain and satisfy customers. This course focuses on developing and implementing customer experience management strategies, measurement, and implementation. The course provides a deeper understanding of the fundamentals of customer experience management. And directing participants towards the right path to become specialists in customer experience management and address one of the fastest growing needs in large and modern companies.

In simple terms, the customer experience is the customer’s rational, physical, emotional awareness and psychological interaction with any part of the company, its services and products. company.

 Who should attend? 

• Managers interested in customers, services, sales, accounting, marketing and public relations.
• Managers and employees responsible for developing the customer service strategy.
• Customer service staff.
• Quality managers in organizations.
• Workers in the field of public relations with regard to dealing with the public.
• Students and graduates of faculties of commerce and finance in various universities.
• Accountants and finance staff in the private sector.

How attendees will benefit? 

After completion of the course, delegates will be able to: 

• Define, distinguish and understand the various terms in the field of Customer Experience Management.
• Understand how customer related information is processed.
• The role that information processing methods play in the customer experience.
• The internal psychological processes (cognitive, cognitive, affective and behavioral) that affect the customer experience.
• Understand the primary outcomes of customer experience management.
• Customer loyalty.
• Maintaining clients.
• Defending clients.
• Understand the impact of customer experience management on business performance (sustainability, growth, profit, efficiency, sales).
• Understanding the customer experience through the use of different measurement methodologies (Voice of Customers, Customer Satisfaction Measurement, Customer Satisfaction Indicators).
• Understand the internal use of stakeholder feedback (employee voice) in order to continually work to improve the customer experience.
• Develop strategy for customer experience management in various industries.

• Basic principles of customer experience management.
• The level of effectiveness of customer service.
• Understand the client's mindset.
• Basics of customer experience.
• Implementation of the customer experience plan.
• Evaluate, interpret and measure customer experience.
• Develop, design and implement customer experience strategies.
• Introduction to the basics of brand management.
• Activate the brand and customer experience.
• Content creation methodology capable of achieving engagement with clients.
• How to get from one product to another.
• Strategic considerations for trademark and property rights.
• Brand support and communications services.
• Brand protection and preservation.
• Build brand expertise and CSR.
• Develop a feasibility study for customer experience management within the organization.
• Mapping the customer's journey from its inception as a potential customer until reaching a permanent and ongoing customer.
• How the customer makes the purchase decision and ways to simulate the customer in ways of thinking and processing information.
• Measuring the feasibility of implementing customer experience management within the organization.
• How to create long-term client relationships.
• Factors of achieving excellence in customer service through measuring service quality and its concept.
• System standards and procedures for managing and handling complaints.
• Efficiency and creativity in the process of managing customer complaints systems.
• The art of effective communication, dealing with clients and influencing them.
• Creative handling of customer complaints, analysis of objections and how to respond to them.
• Presenting the experiences of some companies in the application of customer experience management.