Customer Experience

Make Customer Experience Your Organisation’s Competitive Advantage

The Customer Experience crash course equips you to create 'WOW' experiences to strengthen customer loyalty.

ABOUT THE WORKSHOP

Customer Experience is the new battleground for gaining a competitive advantage.

Offering quality products or services is no longer enough. That is the bare minimum requirement to being in business.

Neither is offering the cheapest rates possible. In fact, it is usually a wise move to steer clear of the race to the bottom.  

Hence you need a well-crafted Customer Experience journey to enjoy the following outcomes:

  • Protect Market Share
    Thanks to the Internet, customers are spoilt for choice when it comes to choosing vendors. Hence matching high customer expectations is critical when it comes to marketplace differentiation and avoiding commoditisation.
  • Grow Lifetime Value
    Repeat customers are worth up to 10 times more than one-off customers. Furthermore, it requires fewer resources to sell an existing customer compared to a prospect. Therefore customer retention usually translates to higher profits.
  • Customer Advocates
    Online sentiments can make or break your brand. With social media, dissatisfied customers can easily broadcast their frustrations to the world. The opposite holds true for delighted customers. They have the power to can spark referrals at scale.

As an organisation, these challenges might be familiar:

  • You find that most Customer Experience resources are either filled with impractical theory, or you get a buffet of tactics without a conceptual framework
  • You feel daunted having to justify the business case for Customer Experience, along with winning support from key decision makers such the CFO  
  • You don’t know where to start due to the complexity of the customer journey(s). The lack of confidence creates hesitation and inaction

After coaching 200+ executives on Customer Experience, we have witnessed what works and what doesn't.

This has led us to launch our flagship course "The Customer Experience Crash Course." We designed it to help corporate innovators (like yourself) cut their learning curve.

By engaging Collective Campus, you will discover how to:

  • Identify customer segments, map out key touch points within the customer journey while developing a deep understanding of what attracts and repels them
  • Implement proven Customer Experience methodologies towards driving innovative customer experiences that delight, attract and retain customers
  • Break down silos and fostering a culture of customer-centric innovation across your organisation. This is critical for uniting the organisation behind a common cause - the customer
  • Track the right metrics concerning customer health, while creating an accountability framework. This is critical when it comes to gaining support from key stakeholders.

WHAT TO EXPECT

  • INTRODUCTION
    Gain an understanding of the importance of customer experience and the need for consistency across the different interactions a customer has with a business.
  • UNDERSTAND YOUR CUSTOMER
    Learn techniques that will give you a deeper and more intimate knowledge of your customers
  • JOURNEY MAPPING
    Learn how to take charge of your customer experiences by identifying and mapping key customer journeys.
  • WOW YOUR CUSTOMERS
    Learn how to identify customer touch points that have the potential to create memorable experiences for your customers.

TESTIMONIALS

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MEET THE INSTRUCTOR

Shay Namdarian

Shay is GM of Customer Strategy at Collective Campus, helping companies adopt the mindset, methods and tools to successfully explore new business models and disruptive innovation in an era of rapid change and growing uncertainty. He has over 8 years of experience working alongside organisations to implement design thinking and enhance customer experience. He has gained his experience across several consulting firms including Ernst & Young, Capgemini and Accenture. More recently, Shay has delivered design thinking training to employees (ranging from Analysts to Leadership) across traditional industries such Legal Services and Public Sector. Shay is also the co-founder of Barnaby, a men’s fashion socks brand providing customers with high quality and affordable men’s statement socks. After launching at the end of 2013, the brand is now stocked over 20 stores while building a strong social media presence and the brand has had placements in key publications including GQ, Startup Daily and The Daily Telegraph.

Discover How Your Organisation Can Benefit from Customer Experience Training

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