HS-110CL: Excellent Customer Experience

Name: HS-110CL: Excellent Customer Experience
Brand: Soft Skills

RM2,400.00

RM1,800.00

Enhance customer satisfaction and loyalty by mastering marketing and relationship building. Develop personalized experiences, targeted campaigns, and post-purchase engagement strategies.

Elevate your customer service, sales, and marketing skills with our comprehensive training program, "Deliver Exceptional Customer Experiences: Mastering Marketing and Relationship Building." This course is designed for professionals at all levels seeking to excel in their roles and create outstanding customer experiences.

Training Duration: 2 Days

Certificate Of Completion Available
Group Private Class
VILT Class Available
SBL-Khas Claimable

Download Course Outline

Upon completing the workshop, participant will be able to:

Explain the importance of excellent customer experience and how it impacts customer satisfaction and loyalty

Identify different customer types and their needs, and apply communication and active listening skills to effectively interact with them

Develop strategies to build and maintain customer relationships, and create personalized experiences for customers

Understand the role of marketing, identify key marketing channels and develop marketing strategies and campaigns for their business

Target and segment specific customer groups for marketing purposes, and develop and measure the success of targeted and data-driven marketing campaigns

Understand the impact of digital channels on marketing, and develop effective digital marketing campaigns

Collect and analyze customer data for marketing purposes, and develop marketing campaigns based on data insights

Understand an overview of different post-purchase services and programs, and how to create effective post-purchase service programs that meet customer needs and expectations
Identify different customer types and their needs.

Apply communication skills to effectively interact with customers.

Create personalized experiences for customers.

Explain the role of marketing and how it can be used to promote customer service.

Identify key marketing channels and their benefits.

Understand the role of data in marketing.

Demonstrates an understanding of best practices for delivering exceptional post-purchase services.

Describes how to track and measure the success of post-purchase services and engagement programs.
Module 1: Introduction to Customer Experience

Examine the features of products and services offered in terms of their inputs, outputs and time frame

Introduce the Customer Journey Framework and its role in creating personalized experiences for customers

Understanding the impact of excellent customer experience on customer loyalty

Module 2: Profiling and Segmentation of Customers

Interpret and use the Six Human Needs framework to identify customer needs

Identifying the different types of customers based on demographic, geographical, behavioural and psychographic factors and segmenting them into groups according to their needs

Understand the buyer decision-making process of different customer segments

Developing customer personas and customised cross-sell plans for targeted marketing

Module 3: The Marketing Mix

Utilise the 5P’s of Marketing to identify the Unique Selling Point of the product

Identifying key customer touchpoints (both digital and physical) and their role as a customer service, sales and marketing channel

Apply the PESTEL framework to identify a marketing roadmap at the corporate level

Survey the competitor landscape to understand the perceived value pricing by the market

Module 4: Building Customer Relationship using Active Communication Skills

Recognize the differences between transactional and relationship marketing

Understand the goals and emotional state of customers

Apply the DISC framework for effective customer interactions

Best practices for managing customer expectations, overcoming objections and complaints

Module 5: Omnichannel Marketing Communications and Sales Fundamentals

Understanding the role and objective of omnichannel marketing in terms of brand awareness and lead generation

Appreciate the differences between the omnichannel marketing (measured in terms of reach, frequency) and sales funnel (measured in terms of conversions and closing rate)

Creating targeted messaging and offers for specific customer segments

Analyzing and evaluating the effectiveness of targeted marketing campaigns using digital tools

Module 6: Collecting and Quantifying Customer Feedback

Overview of different feedback methods and channels, and how to choose the right ones for your business

Introduction of best practices for collecting and analyzing customer satisfaction (CSAT) data to improve customer service and product

The role of using Net Promoter Score (NPS) data to measure customer loyalty and promote business growth

The art of creating effective surveys and questions to capture insightful data

Module 7: The Role of Data in Driving Customer Excellence

Understanding the role of data in marketing

Collecting and analyzing customer data for marketing purposes

Developing marketing campaigns based on customer data insights

Measuring the success of data-driven marketing campaigns

Module 8: Maintaining Customer Relationship Post Purchase

Introduction to the concept of customer lifetime value (CLV) and customer corridor and the importance of

maintaining customer relationships post purchase via continuous engagement

Overview of different engagement channels and tactics, such as email marketing, social media, loyalty programs, and events in driving repeat business, cross-selling, referrals and positive word-of-mouth

Best practices for delivering exceptional post-purchase services, such as personalization, proactive outreach, and follow-up

How to set goals and track progress using post-purchase metrics using different metrics and KPIs, such as number of complaints, retention, number of cross-sold products and referrals

HS-110CL: Excellent Customer Experience

OBJECTIVES

ASSESSMENT CRITERIA

AUDIENCE

COURSE MODULE

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