Create a Great Customer Experience

Organisations and businesses exist because of customers. They succeed by being customer centric. This workshop uses the CX Deck, a beautifully simple tool and card game to create a great customer experience. This workshop is useful for leaders and whole teams.

Course Times

• 8:30am to 11:30am

Course Content

Introduction

• Welcome
• Objectives

Customers at the centre

• Identifying and personifying our customers

Exploring the customer experience (CX)

• The five core emotions of a positive customer experience
• Actions and behaviours that trigger these positive emotions
• The five core emotions we do not want customers to feel
• Actions and behaviours that trigger these undesired emotions

The customer journey

• Moments that matter

Putting it all together

• Complete a customer experience canvas
• Create action plans

• Understand the importance of how emotions influence the customer experience
• Identify the behaviours and processes that trigger these emotions
• Identify the touch points in the customer journey
• Create a customer experience canvas for the team to deliver a great customer experience

This course requires no previous training or experience.