World Class Customer Experience 2017Date: 19th - 21st July 2017, Johannesburg
Overview
The facts are clear: Customers select brands and remain loyal when the experience they receive is distinctive, consistent and what they were promised. Strong brands supported by powerful customer experiences drive immense commercial value. Why then, do so many business talk a good game but fail to deliver what their customers want? Changing the way organizations behave to transform customer experience is one of the most complex challenges facing business leaders today. In this practical and intensive program, Mike Ashton harnesses years of board-level experience to offer a practitioner’s guide to customer experience excellence with tools and techniques that will produce powerful results in any organization.
The Masterclass will use cases studies and examples from to illustrate best practice by leading brands across financial services and other service-focussed sectors including retail, travel & tourism, consumer goods and business services.
Benefits
- How to ensure your brand strategy will deliver real commercial gains
- How to assess the financial and operational implications of your brand
strategy - How to win board level support and sustained investment
- How to model the customer journey and identify ‘make or break’ touch
points - How to assess organizational fitness’ and performance gaps
- How to develop a language for change that will get everyone talking
- How to overcome departmental resistance and internal politics
- How to prepare a properly resourced Change Management Plan
- How to prepare a Customer Plan to align all departments behind agreed
priorities - How to convert marketing strategy into operational procedures &
processes - How to ensure investment in training produces enhanced performance
- Essential leadership and communication skills
- How to know whether you’re on track and demonstrate progress
Who Should Attend
- C-suite Executives Directors, General Managers, Managers of :Business leaders
- Retail Operations
- Branch Managers
- Operation department Marketing,
- Sales & Commercial Function
- Customer Experience Customer Service / Support / Relation
- Human Resource department
- Channel managers & Digital Marketing team
- Customer Analytics & Contact Centres
- Talent Acquisition and L&D specialists
