Customer Experience Excellence Course

Overview
Course Outline
Scheduled Dates

Course Overview

How your customers experience your company is critical to your brand. Poor customer experiences can have catastrophic effects on brand in a very short space of time. Positive ones, on the other hand, reinforce and strengthen your brand. Delivering a valuable and differentiated experience for customers is essential to any organisation's strategy for growth and business survival.

This highly interactive course provides delegates with a methodology for designing and delivering a customer experience which positively reflects their brand and increases business from both new and existing customers. From strategy through to implementation and evalutation, delegates will learn how to create a deliberate and consistent customer experience which increases retention, generates positive word of mouth and builds customer loyalty.

Delegates will leave the course with clear action plans for creating an internal service culture focussed on delivering seamless customer experiences which support the brand and generate positive business outcomes.

Objective:

By the end of this interactive training programme, you will be able to:

Identify the elements of an effective customer experience strategy
Strengthen customer loyalty through differentiated experiences
Select effective techniques for bringing the voice of the customer into your organisation
Map your customer journeys
Encourage a service culture
Develop an action plan to create seamless customer experiences

Course Outline

Day 1: Introduction to Customer Experience

Understanding the difference between 'Ow!' and 'Wow!' experiences
Exploring the concept of World-Class Customer Experience
Viewing service delivery from the customer's perspective
Recognising the importance of Magic Moments in customer interactions
Identifying key moments that impact customer perception and loyalty

Day 2: Defining What You Want Your Customer to Experience

Evaluating your current customer experience strategy
Assessing how customers currently perceive and experience your brand
Aligning the customer experience with broader business goals and objectives
Understanding the impact of customer experience on retention and loyalty
Identifying gaps between desired and actual customer experiences

Day 3: Managing Customer Expectations

Defining what customers ultimately want from your organisation
Understanding current and future customer expectations across the customer lifecycle
Exploring customer expectations before, during, and after a purchase
Identifying factors that influence purchase decisions and customer satisfaction
Leveraging customer insights to improve the overall experience

Day 4: Designing Your Customer Experience

Crafting a clear and impactful Customer Experience Statement (CES)
Mapping customer journeys to identify key touchpoints and pain points
Applying the Six Pillar Model to structure and enhance customer experiences
Understanding and adopting the Disney 6-step theme park experience process
Developing strategies for delivering consistent, high-quality experiences across channels

Day 5: Managing and Delivering a Seamless Customer Experience

Listening to the Voice of the Customer (VoC) for continuous improvement
Handling customer complaints effectively in the digital age
Utilising tools for measuring and reporting customer experience outcomes
Building a strong Service Culture that encourages employee engagement
Creating customer 'love' and fostering emotional connections with your brand
Developing your Service Manifesto as a commitment to customer excellence
Implementing multi-channel customer engagement strategies
Managing customer touchpoints and communication for seamless experiences
Crafting a Personal Action Plan to Drive Customer Experience Excellence

Schedule & Fees

3 For 2Offer

Get the most out of group training with our special discount! Register 3 of your participants together on the same course and only pay for 2.

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June
July
August
November
December

Location

All
Amsterdam
Athens
Barcelona
Dubai
London
Madrid
New York
Zurich

Barcelona

$5,300

Duration: 5 Days

date: 19 - 23 May 2025

Dubai

$5,300

Duration: 5 Days

date: 02 - 06 Jun 2025

London

$5,300

Duration: 5 Days

date: 07 - 11 Jul 2025

New York

$6,700

Duration: 5 Days

date: 14 - 18 Jul 2025

London

$5,300

Duration: 5 Days

date: 28 Jul - 01 Aug 2025

Madrid

$5,300

Duration: 5 Days

date: 11 - 15 Aug 2025

Zurich

$5,600

Duration: 5 Days

date: 18 - 22 Aug 2025

Athens

$5,300

Duration: 5 Days

date: 25 - 29 Aug 2025

Amsterdam

$5,300

Duration: 5 Days

date: 24 - 28 Nov 2025

Dubai

$5,300

Duration: 5 Days

date: 08 - 12 Dec 2025

Customer Experience and Relationship Management

Customer Experience Excellence

Duration:5 Days

date:19 - 23 May 2025

Barcelona

$5,300

CPD Standards

Employees of professional or formally regulated bodies are generally expected to have CPD accredited training. This type of accreditation ensures that the training is knowledgeable, informed and constantly updated. It ensures our standards as a company are kept high and consistent.

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Why Choose London Training For Excellence?

Reliability

We will never cancel a confirmed booking
Support

We offer around the clock support
Tailored

We customise our courses to suit your personal learning needs
Quality

Our courses are delivered by highly experienced industry experts
Recognition

All our courses are accredited by the CPD Standards Agency

Frequently Asked Questions

How can training courses be used as a company benefit?

Training is hugely beneficial to both yourself and your company. It enables you to employ new technologies, increases your productivity and enables you to be more autonomous. Have a look here at our infographic on the importance of training and development!

How often do you update your course content to ensure relevancy?

Our course content is constantly reviewed and updated to ensure we stay up to date with all the latest trends. After every course is completed we review the feedback and improve the material where necessary.

Do you keep your classroom environment and instructional methodologies current with today’s real-world workplace?

Yes, we focus our training on ‘real-world’ scenarios and our trainers are all highly experienced and skilled in their relevant fields.

Are your courses eligible for professional certification?

Yes, we offer certification with all our courses, every course is entitled to CPD (Continuous Professional Development) hours which you can put towards your professional portfolio.

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