Workshop / W12

Customer Experience Management

Explore seven customer-experience modules addressing welcoming interactions, authentic feedback, value, concerns and lasting impressions.

Discuss this workshop

Who it's for

Customer-facing professionals and teams responsible for customer experience.

The challenge

Improve customer interactions, handle concerns and strengthen relationship quality.

What participants will learn

  1. 01 / 03

    Apply customer-centric approaches to different customer needs.

  2. 02 / 03

    Communicate value and turn concerns into constructive opportunities.

  3. 03 / 03

    Create positive impressions and experiences that support customer loyalty.

Inside the workshop

Ideas meet
action.

The topics

  1. 01

    Customer Experience Concept

  2. 02

    Creating welcoming experiences

  3. 03

    Listening to authentic customer feedback

  4. 04

    Showcasing value

  5. 05

    Leveraging concerns as opportunities

  6. 06

    Going the extra mile

  7. 07

    Making a lasting impact

Back to all workshops

Keep exploring

Connected learning.

Listening and communication support customer interactions.

10

Customer Engagement

The Selling Game

Sales skills training for customer-facing teams: practise needs discovery, value communication, objection handling and customer commitment through sales role plays.

Explore workshop

Customer experience complements selling.

11

Customer Engagement

Key Account Management

Explore a 10-step strategic account-management module through customer profiling, account strategy, selling techniques and a practical case study.

Explore workshop

Customer experience supports strategic customer relationships.

What could your
people do next?

Discuss your team's needs