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LEADERSHIP & MANAGEMENT

LEADING CUSTOMER EXPERIENCE

Align your organisation to maximise customer centricity and deliver outstanding results 
INSTRUCTOR LED
FACE TO FACE OR ONLINE

MODULES

HOURS
LEARNING METRICS
ASSESSED & GRADED

WHO SHOULD TAKE THIS WORKSHOP?

This workshop is designed for leaders who are charged with developing a more customer-centric organisation or finetuning customer experience. This workshop will contextualize customer experience to your business and provide practical takeaways.
put the customer at the heart of your business
design exceptional customer experiences
create an inspiring customer-centric vision for your team

LEARNING POINTS

  • Explain the difference between product and customer-centric organizations
  • Audit their organization’s current level of customer-centricity
  • Identify industry leaders in the local context
  • Explain the different customer metrics and their use
  • Leverage voice of customer data and insights
  • Build detailed customer personas
  • Use the pillars of customer segmentation
  • Increase their tech-literacy
  • Create customer journey maps and service blueprints
  • Align employee experience
  • Role model behaviour as a customer experience

METHODOLOGY

Training with Mango maximises action and interaction, blending individual and group exercises. Participants master key concepts through role plays, games, quizzes, case studies, discussions and reflective sessions

STRUCTURE

1.    Relationships
Explore customer centricity and audit your organization’s current approach. Recognize the difference between product and customer-centricity. Find out leaders in the field and how they are measured. Discover insights from industry leaders.

2.    Leveraging Data
Discover the different metrics and how they are used to measure customer experience. Find out how to leverage the voice of the customer and avoid quantification bias and tunnel vision.

3.    Personalization and Ease
Examine the power of personalization and genuine customer empathy. Explore how to develop in-depth customer personas. Enhance tech-literacy by exploring how technology can be used for frictionless experiences.

4.    Engineering Exceptional Customer Experiences
Take customer journey maps to the next level and identify pain points and moments of truth. Find out how to map static, human and interactive touchpoints and connect them with a service blueprint.

5.    Creating a Culture
Discover how to create a culture of customer-centricity by aligning employee experience. Learn how to put the customer at the heart of the decision-making process and overcome silos to work in a more agile, responsive way.

Talk to us about your training.

Contact details

GET IN TOUCH

Address
MANGO TRAINING SDN BHD
E-13-13-A PLAZA MONT KIARA
2 JALAN KIARA
50480 KUALA LUMPUR, MALAYSIA
Phone
+60 (0)3 6419 1828
E-mail
info@mangotraining.com
Hours of operation
Monday - Friday 9.00 - 19.00