Creating Exceptional Customer Experiences to Drive Sales Revenue

Understanding Your Customer

This module focuses on equipping participants with the skills to proactively design and enhance customer experiences that drive sales revenue. Participants will learn how to define customer profiles, map customer journeys, and translate the Voice of the Customer (VoC) into actionable business objectives.
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Course Overview

The course also covers key aspects of customer experience, including calculating and applying Net Promoter Scores (NPS) and Detractor Scores, as well as developing effective negotiation skills.

Course Objectives

  • Define and develop detailed customer profiles to tailor sales strategies effectively.
  • Understand and apply Customer Experience (CX) principles to enhance customer interactions.
  • Create and utilize Customer Journey Mapping to identify and address key touchpoints.
  • Translate the Voice of the Customer (VoC) into strategic objectives for improved business outcomes.
  • Calculate and apply Net Promoter Scores (NPS) and Detractor Scores to gauge and improve customer satisfaction.

Course Content

Defining Customer Profiles

  • Techniques for creating detailed customer profiles to understand customer needs and preferences.
  • Practical exercises in profiling to enhance sales strategies.
  • Principles of Customer Experience and its impact on sales revenue.
  • Strategies for designing exceptional customer experiences.
  • Steps for mapping customer journeys to identify key touchpoints and opportunities for improvement.
  • Practical exercises in journey mapping to enhance CX.
  • Methods for translating the Voice of the Customer into actionable business objectives.
  • Aligning business strategies with customer feedback for better outcomes.
  • Techniques for calculating Net Promoter Scores (NPS) and Detractor Scores.
  • Applying these scores to measure and improve customer satisfaction.

Who Should Attend

This course is ideal for sales and marketing professionals, customer experience managers, business analysts, and anyone involved in developing customer-focused strategies and improving customer interactions.

Course Delivery

This course is delivered in a 2-hour session, available upon request. Participants will engage in interactive discussions, practical exercises, and case studies to develop a comprehensive understanding of customer experience management and sales strategies.
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