Deliver A ‘Branded’ Customer Experience, Build Loyalty & Maximize Profits (Taught By 2 Award Winning Experts)
REVAMP YOUR CUSTOMER EXPERIENCE STRATEGY: CATAPULT YOUR BUSINESS GROWTH WITH PURPOSE!
What you’ll learn
- Articulate and implement customer experiences that win hearts and foster loyalty..
- Transition your organization to a customer-centric model, placing experience at the core of your business strategy..
- Elevate customer satisfaction rates by delivering superior and memorable experiences..
- Differentiate your brand from competitors, making it a preferred choice among customers..
- Cultivate customer loyalty, resulting in repeat business and brand advocacy..
- Boost profitability by leveraging a well-executed customer experience strategy..
- Foster a robust organizational culture that supports and propels your customer experience initiatives..
- Understand and apply the principles of leading ‘On Purpose’ brands to your own organization..
- Recruit and train individuals who resonate with your brand purpose and contribute positively to your brand’s unique DNA..
- Successfully align your brand’s promise with its delivery, thereby enhancing your reputation in the marketplace..
Course Content
- Course Series Foundation – Customer Experience Management –> 4 lectures • 15min.
- Course 1 – Brand Purpose & Leadership –> 1 lecture • 2min.
- How To Create A Great Purpose –> 4 lectures • 18min.
- How To Be A Purposeful Leader –> 4 lectures • 20min.
- Course 1 Conclusion – Brand Purpose & Leadership –> 1 lecture • 1min.
- Course 2 – Brand Promise & Customer Loyalty –> 1 lecture • 1min.
- Using Infectious Communication –> 3 lectures • 15min.
- Distinctive Customer Experience –> 3 lectures • 17min.
- Continuous Innovation –> 2 lectures • 8min.
- Course 2 Conclusion – Brand Promise & Customer Loyalty –> 1 lecture • 1min.
- Course 3 – Brand Purpose & Employee Alignment –> 2 lectures • 10min.
- Distinctive Employee Experience –> 6 lectures • 34min.
- Experience Measurement –> 3 lectures • 17min.
- Course 3 Conclusion – Brand Purpose & Employee Alignment –> 1 lecture • 2min.
- Course Series Conclusion – Grow Your Business With A Purpose –> 3 lectures • 7min.
Requirements
REVAMP YOUR CUSTOMER EXPERIENCE STRATEGY: CATAPULT YOUR BUSINESS GROWTH WITH PURPOSE!
Dive into the world of Customer Experience Strategy with this all-encompassing online course series. This masterclass comprises three uniquely tailored, standalone courses:
- Customer Experience Strategy: Leading with Brand Purpose
- Customer Experience Strategy: Cultivating Customer Loyalty and Brand Promise
- Customer Experience Strategy: Aligning Employee Engagement with Brand Purpose
Industry experts Shaun Smith and Andy Milligan, renowned for their best-selling book, “On Purpose: Delivering A Branded Customer Service People Love,” offer an immersive journey into the strategies employed by their company, Smith+Co, to transform businesses into customer-centric powerhouses. This series takes you through real-world case studies and teaches you how to implement these game-changing principles in your own business using provided tools and guides.
As a participant, you will gain the skills to devise a compelling brand purpose that harmonizes your organization and steers your customer experience initiatives. You will master the art of designing a distinctive experience that sets your brand apart and learn to map the employee journey, fostering a culture that bolsters your customer experience strategy. Additionally, you will acquire the knowledge needed to recruit and train individuals that reflect your brand’s unique DNA.
SO, WHAT DOES IT MEAN TO BE ‘ON PURPOSE’?
The eight practices encapsulating this philosophy define the actions and behaviors of brands that are revolutionizing their markets by creating intentional and meaningful customer experiences. Brands such as Burberry, Zappos, and Lego are leading examples. In this dynamic world, it’s crucial for organizations to be agile and offer customer experiences that differentiate them in the marketplace, adapting to evolving customer needs to sustain growth.
WHAT WILL YOU GAIN FROM THIS COURSE?
Exceptional brands excel in three key areas: They Stand Up for customer-centric values, Stand Out from their competitors, and Stand Firm by building robust cultures. This course will empower you to articulate a brand purpose that paves the way for your customer experience strategy and unifies your organization.
INTRODUCING YOUR INSTRUCTORS:
Shaun Smith, a pioneer in the shift from customer service to a broader customer experience focus, is the founder of Smith+Co. His UK-based consultancy, renowned for aiding organizations in creating compelling customer experiences for brand differentiation and customer loyalty, was honored as the UK’s Management Consultants of the Year 2020. A recipient of the PSAE (Professional Speaking Award of Excellence), Shaun is a respected author and global speaker who has influenced executive teams across various sectors.
Andy Milligan, an international advisor to business leaders on how purpose can forge superior businesses and how to align brand strategy with customer and employee experience, is a co-founder of the award-winning strategic consultancy, The Caffeine Partnership. A best-selling author and keynote speaker, Andy is a regular contributor to renowned media outlets and has a diverse client portfolio, spanning from consumer goods to not-for-profits.