This training will teach you how to be a chief customer officer, and even how to use technology to completely eliminate the need for service, will guide you how to deliver an end-to-end Customer Experience with measurable financial payoff using aggressive service, technology, and emotional connection.

This modul is intended to jolt you out of that complacency. The five most important realities of Customer Experience, many of which will surprise you, are identified such as:

1.   Customer expectations are simpler to understand and harder to fulfill than most people think they are.

2.   Employees do not cause most customer dissatisfaction.

3.   No news is not necessarily good news; a company receiving few complaints is not always delivering a great Customer Experience.

4.   Your company’s current Customer Experience is needlessly leaving huge amounts of money on the table that could easily be added to the top and bottom lines.

5.   Technology has changed what customers expect from a company and how the company delivers the Customer Experience; most executives do not realize how inexpensive technology is when used effectively.

This modul will explain how to mapping customer experiences and associated fields, such as experience design, service design, and customer experience management.

Mapping is moving from an activity focused on a deliverable to one of actionability. The mapmaker necessarily becomes a facilitator, and the map becomes a springboard into collective sense making around customer experience.

Mapping also increase on multichannel experience design and ecosystem mapping.

Customer expectations for any experience are seemingly very simple: Customers do not want unpleasant surprises; they expect easy access to service on their terms; they want first-time resolution to requests for assistance; and they require evidence that the company cares. However, meeting these expectations is more complex than it may seem.

In this modul, you will learn how to:

• Consistently deliver a great Customer Experience within a four-part framework
• Apply technology during each phase of the framework
• Determine the metrics needed to measure and manage Customer Experience effectiveness.
• Deliver what was promised. This includes planning for CE when designing, selling, delivering, and billing for the product.
• Encouraging easy access to service via effortless channels
• Creating a complete customer service experience via every communication channel

In This modul, will visualize and illustrate customers’ processes, needs, and perceptions throughout their relationships with a company

• Hybrid Experience Maps
• Related Models
• Elements of Experience Maps
• Case Study

• Diagramming Mental Models
• Related Approaches
• Element of Mendal Model Diagram
• CaseStudy