The Customer Experience — Best Practices in CX Leadership
Businesses that provide extraordinary customer experiences are better and different than their competitors and more profitable and longer lasting than their competition. Companies like Apple, Amazon, Starbucks, and newer start-ups including Square, Uber and Tesla, dominate their industries and marginalize competition. These “Experience Maker” companies have surpassed products, services, and price toward the purpose-built customer experience and the user experience within it. This class will explore the culture, the unique understanding of people, and the markets and decision making that guide the top five percent of experience companies. You will leave this customer experience workshop with actionable CX insights your next steps for becoming customer experience focused. Select from ½ day to 4 day programs.
Advanced Internet Marketing – Human Centered Innovation
Learn how to develop effective human centered Internet market strategies that assure people reach you, convert to customers, buy again and advocate for your business. Create insightful persona level intelligence (PI) for effective Internet decision making. Learn and apply customer experience and user experience strategies for your digital marketing advantage. Identify and select on internet and off internet options to optimize customer engagement, conversion and advocacy. Learn and leverage the leading indicators of human interaction in the customer journey from Internet discovery to advocacy. Develop effective social media strategies that deliver engaging customer experiences and bottom line contributions. Understand and apply internet communications platform differences: Smartphones, tablets, watches, future form factors (The Connected Car…). Select critical metrics of web site, customer experience and user experience for performance benchmarking, improvement and innovation. Leave with a proven digital marketing strategy framework and specific next steps based on best practices of top Internet marketing companies. Guest speaker(s) optional. Select from the above focus areas to build your 1 day to 4 day Advanced Digital Marketing workshop.
Navigating the Successful Use of Personas in Turbulent Times – recognized by the International Leadership Association (ILA)
Creating insightful personas for customer experience and leadership decision making. Go beyond customer profiles to persona level customer intelligence to understand consumer and business context so customer don’t just buy from you, they advocate for you after they adopt your company, product and services. ½ day to 2 day sessions.
Customer Experience Winners, Losers and Must Have Metrics
The best customer experience companies likely have a different set of customer related metrics than you do. Find out what the best practices are so you can be better for customers, more profitable and drive best in class customer advocacy rates like the CX leaders. This is the same innovative, highly acclaimed and practical program that was showcased at The Society of Customer Affairs Professionals National Conference – Moving at the Speed of Innovation Oct 2017. ½ day to 2 day session
Customer Experience Intelligence (CXI) – Staying smart and being effective about your present and future customer experience
Customer experience intelligence is the cornerstone of being better, different and more profitable with customer experience. Every organization is different in how it “stays smart” about the present and future of customer experience. Customer experience intelligence is not an option for acquiring and keeping market leadership by customer experience. Learn about traditional and new options to build out your CXI portfolio to determine, develop and deliver customer experiences that delight and create increased customer advocacy. Select from ½ day to 2 day workshop.
Innovating Customer Experiences
Innovating Customer Experiences: Insights from how it really happens at customer experience leaders and what it means for you. The organization structure, culture and decision making at the customer experience leaders are optimized for going beyond ideas and invention to innovating customer experiences that create customers that do not want to be separated from the company’s people, products and services. Yet these companies can be quite different from each other. Learn about what make them unique and effective innovators. Then select and prioritize the best practices for you to implement immediately and in the near future. Select from ½ day to 2 day workshop.
Customer Experience IS the New Currency – Making the case to invest in customer experience at your company
Learn the value of customer experience, how it is changing markets, people’s lives and customer expectations, and what it means for you and your next steps in becoming an experience maker. Leave with specific ideas, references and framework on making the case to invest in customer experience at your company. ½ day to 2 day workshop.
Social Media Strategy – The Use of Social Media for Customer Experience Leadership
Customer experience is more important than ever because of the use of social media. This is the story of how customer experience leader Starbucks regained their profitability and made their customer experience relevant and valuable again during a turbulent time for the company and world economy. Leave this session understanding how to avoid the typical mistakes most companies make using social media and begin to create effective social media strategies that improve customer experience and the bottom line. Recognized by the International Leadership Association for Business Leadership. Select from ½ day to full day workshop.
The Out of the Box Customer Experience – Out of Box Experience
What happens to customers economically, emotionally and in time from when your box is open to when it’s supposed to be delivering your promises to the customer can make or break your ability to create a customer advocate. This highly engaging workshop focuses on applying the best practices of developing and testing the out of the box customer experience to reduce returns of perfectly functional product, create competitive advantage and increase customer advocacy. If your product or part of your customer service comes in a box, this may be one of the most important and practical developments you can apply right away. Select from ½ day to 1 day workshop.
Customer Experience Workshop 2 Day Executive Education
In this two-day immersive customer experience program you will learn about the best practices, leadership culture and decision making that guide the success of the top customer experience companies. Companies like Apple, Amazon, Starbucks, REI, and newer start-ups including Airbnb, Square and Uber dominate their industries and marginalize competition. How have these “Experience Makers” become better and different for customers and more profitable and longer lasting than the competition? They offer exceptional products, services, and pricing that combine to result in the purpose-built customer experience and the user experience within it. In this workshop, participants will be privy to the secrets of creating these kinds of experiences. Marketers from successful companies join our expert faculty to share stories and how-to’s – you will leave with tools and ideas that can be applied right away. Special guests optional – 2 Day Customer Experience Workshop
Customer Journey Mapping and Customer Experience Intelligence (CXI) to diagnose, improve and innovate customer experience
This is the all-important ability to determine, develop and deliver extraordinary customer experiences. Most companies need to benchmark the experiences customers are having now with them from discovery to advocacy. Then with a proven quali-quant method of developing customer experience intelligence, make effective fix, improve, innovate decisions for each interaction in the customer experience journey. You can decide what level is best for you organization since customer experience intelligence and customer experience journey maps can be used for competitive views, prototyping and testing future customer experiences, strategic, tactical and operational decision making. Prioritizing your next steps to leading customer experience transformation with customer journey mapping sessions in your company. Select from ½ day to 3 day Workshop.
Customer Experience Workshops Seminars & Training Options
Select from workshops or build the custom training program to meet your professional development and executive education goals.
To find out more contact Jeofrey directly – Let’s build a program for you – What you want and where you want it!
Call or text 858-334-9266