The details of this training varies dependending on the client, but we usually start by reviewing your customer insight. It's important to make sure you have the right infomation to help you design improved experiences. For example, we’ll look at the role of your surveys (both strategic and tactical) in:

• Identifying priorities for Improvement

• Mapping out what the Perfect Customer Experience looks like

• Identifying what you need to do to improve

Then we focus on your organisation. Ensuring your customer insight reaches colleagues throughout the business who, collectively, create the customer experience, to give them the the right knowledge to make a difference. By collaborating with them you can make sure they understand the research, identify concrete and specific actions that will deliver improvements to the experience, and secure their commitment to act.

And finally, we look at how to create action plans than work. Using real life examples we guide you through the action planning process. We discuss the role of leaders in the organisation when it comes to designing a customer experience strategy, setting appropriate targets, and drawing up concrete action plans to achieve them. Without accountability, planning, and follow up you’re often left with nothing but a lot of good intentions.