Discovering the Breakthrough Customer Experience

Generating Innovations that Matter to Your Customers and to Your Strategy

A Two-Day Seminar

Building Lifelong Customer Relationships through Innovation

Transformative customer experience programs go far beyond automating for cost reduction and reinventing processes for improved customer satisfaction. They are the intersection of strategic marketing, out-of- the-box thinking and operational innovation. These programs have the exciting potential to:

  • Increase revenue
  • Strengthen customer loyalty
  • Expand market share
  • Generate customer referrals

While big name success stories (Uber, Disney, Zappos) are heralded in business media, most organizations focus on incremental improvements to efficiency and service instead of fundamental innovation of the entire end-to-end customer experience.

This course is designed to help your business leaders envision innovations that not only delight the customer but have dramatic impact on your value proposition, strategic goals and revenue.

What You Will Learn

  • Infer business value of lifelong relationships
  • Assess how customer experience impacts market position
  • Look at your business through the customer’s eyes
  • Understand the emotional impact of business processes and touch points
  • Identify opportunities to make business process changes that will enhance the customer experience and increase customer loyalty
  • Devise creative customer experience solutions
  • Evaluate which ideas make most sense for your business
  • Sell the concept to internal stakeholders

Seminar Outline

I.   Strategic Innovation

  • Operational excellence, customer intimacy, and growth
  • Value of lifelong relationships
  • Branding and market position
  • Customer relationship management
  • Who is the customer?
  • Personas
  • Capturing the voice of the customer
  • What does the customer value?
  • Customer value assessment matrix
  • Loyalty drivers
  • Mapping your proposition versus the market’s
  • Value curves

II.    Rethinking the Customer Experience

  • What do they think, feel, want, need?
  • Customer journey mapping
  • Identifying moments of truth
  • Understanding emotional engagement
  • Aligning the business process with the customer journey
  • Identifying opportunities
  • Creating a new value curve

III.   Process Innovation

  • Thinking outside the box
  • Innovation drivers
  • Mapping high-level solutions
  • Evaluating alternatives
  • Kano model
  • Envisioning the new customer journey
  • Defining the new value proposition
  • Quantifying the business impact of the new CX
  • Packaging the big idea for approval

Who Should Attend

  • Service and product line leaders
  • Information technology leaders
  • Process improvement professionals
  • Marketing managers
  • Business Analysts
  • CX professionals