Customer-Centric Culture & Customer Experience Management Training in Sydney

By the end of this training, participants will:
• Understand what customer experience is and why it's critical for businesses
• Gain the ability to map and analyze customer journeys
• Learn how to collect and analyze customer feedback
• Embrace the core principles and strategies for creating positive customer experiences
• Comprehend the importance of building a customer-centric culture
• Examine best practices from different industries
• Identify actionable steps to improve customer experience in their own business

Methods: Interactive presentations, case studies, group discussions, individual & team exercises, simulations, role-plays

• Senior and mid-level managers
• Employees in customer experience, CRM, marketing, and sales departments
• Anyone interacting with customers
• Professionals seeking career advancement in customer-related roles

Day 1: Fundamentals of Customer Experience & Journey Mapping

Morning (9:00 - 12:00)

• Introduction and training objectives

• What is customer experience? Definition, evolution, and importance

• Why focus on CX? (Customer loyalty, profitability, brand reputation)

• Changing trends and customer expectations

• Good vs bad CX: Interactive discussion with real examples

• Customer loyalty and retention

Lunch Break (12:00 - 13:00)

Afternoon (13:00 - 16:00)

• Understanding the Customer Journey

• Stages of the journey (awareness, consideration, purchase, service, loyalty)

• Creating customer personas (with exercises)

• Customer journey mapping techniques (individual & group work)

• Touchpoints & interaction analysis

• Identifying pain points and opportunity areas

Day 2: Feedback Management & Creating Positive Experiences

Morning (9:00 - 12:00)

• Importance and sources of customer feedback

• Collection methods (surveys, interviews, social media, online reviews)

• Quantitative & qualitative feedback analysis

• Turning insights into actions

• Complaint management & retention strategies

Lunch Break (12:00 - 13:00)

Afternoon (13:00 - 16:00)

• Key elements of a positive customer experience (speed, convenience, empathy, personalization)

• Strategies to exceed expectations & proactive approaches

• Emotional engagement & trust building

• Omnichannel CX management

• Role of technology in CX (CRM, AI, automation)

• Case studies of successful implementations

Day 3: Building a Customer-Centric Culture & Continuous Improvement

Morning (9:00 - 12:00)

• Organizational importance of customer-centricity

• Leadership role & vision alignment

• Employee impact on customer experience

• Creating and empowering customer-focused teams

• Internal communication & collaboration

• Key CX metrics: CSAT, NPS, CES

Lunch Break (12:00 - 13:00)

Afternoon (13:00 - 16:00)

• Evaluating and measuring CX strategies

• Identifying and prioritizing areas for improvement

• Culture of experimentation & innovation

• Future CX trends (personalization, proactive service, AI, etc.)

• Designing your own CX improvement plan (individual task)

• Training wrap-up and evaluation