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CIM Training – Customer Experience – Introductory

The defining feature of the internet era is a shift in power from companies to individuals. The customer journey is likely to start with finding out about a brand and end with telling other people about it. The customer experience today is a powerful means of differentiating one brand from another, but many companies have been slow to recognise how fundamental the customer experience is to business success. Research regularly confirms that organizations able to skillfully manage the entire customer experience reap enormous rewards: enhanced customer satisfaction, reduced churn, increased revenue, and greater employee satisfaction. This course builds an understanding of the customer journey on the way to purchase and after.

Who should attend?

Marketing or Sales professionals at middle management level. The content will also benefit those working in customer service. Also relevant for those in NPD, product managers, business analysts and user experience professionals

Learning outcomes

  • The importance of Customer Experience Management
  • Ways of mapping the customer journey
  • Tools to monitor the Voice of Customer & Voice of Employee
  • Organisation audit to identify areas for improvement

The Chartered Institute of Marketing (CIM) is the largest and most successful professional marketing institution in the world and its courses and Professional CIM qualifications are accepted and respected worldwide. This course can be delivered in-house if required to meet specific development needs.

If you need any help deciding which course is best for you or your team, please contact Veronica or Lucy on 07734 222 254 or hello@nesma.co.uk.

All courses can be booked directly on the CIM website HERE.

Thursday 21st March, 2019

Event website

Venue

nesma Study Centre 19 Lansdowne Terrace
Gosforth, Newcastle upon Tyne NE31HP United Kingdom
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T: 07734 222 254