Creating a Positive Customer Experience

Introduction

• Improving customer experience (CX)

1. Customer Experience Basics

• What is customer experience?
• The customer journey
• Creating a customer experience success statement
• Customer experience takes discipline

2. Understanding Your Customer's Journey

• Phases of the customer journey
• Listening to customers
• Closing the loop with customers

3. Building the Right Customer Experience Strategy

• Envisioning the ideal customer experience
• Understanding how internal systems impact customer experience
• Defining customer experience roles and responsibilities

4. Creating a Customer-Centric Culture

• Creating a customer experience mission statement
• Inviting customers into your organization
• Measuring customer experience success

5. Customer Effort and Next Steps

• Understanding customer expectations
• Key points in the customer journey
• Taking steps to become a customer-centric organization