• 9 May
    1 day, 08:30 AM - 04:30 PM
    • R4,500.00 excl. VAT
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Description

Join us for a one day interactive workshop covering Level 1 of the ACX Programme. Attendees will attain the globally recognised Accredited Customer Experience Professional level certification.

Who Should Attend?

Suitable for Customer Experience Managers, Business Managers, Leaders, Sales/Client Development roles and Marketing Managers.

What you will learn

Level 1 Outcomes

• In this module you will develop an understanding of Outside-In thinking and define the organisational landscape of customer categories based on needs, including primary, secondary and internal customers.

• You will be introduced to 3 of the tools from the CEMMethod™ toolkit.

Modules

Insight into Customer Centricity concepts including:

• The Enlightened Customer

• Need vs Want

• The business case for customer centricity, namely the ‘Triple Crown’: simultaneous increase in revenue, reduction in cost and improvement in customer experience

• Redefine your business objectives from an Outside-in perspective

• Plot the landscape of customer categories for your organisation

• Distil the Successful Customer Outcome for a prioritised category of customer

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