Training on Customer Experience
- 2 days
- Audience 20
- FR/ENG
- 13-15/11/2023
This training is based on hands-on experience in industry and encompasses the CX 5 pillars : PREPARE, LISTEN, ACT, MOBILIZE, MAINTAIN.
It is a practical training, full of real-life examples from the trainers themselves, or gathered from vaious networks. After this training, your team have an operational, ready-to-use toolbox.
Training objectives
What is the Experience Economy? How does it influence purchasing behaviors, not only in B2C but also in B2B?
Launch relational surveys, steer transactional surveys on moments of truth, measure progress, social network watch, manage complain process…
Map the current journey; co-design the desired experience together with customers
Break silos to address complex, transverse issues that have the highest impact on customers
Define your companie’s relational identity; play this “signature tune” that everyone will recognise at once.
Customer Experience orchestration starts with senior management. CXO must develop impact and influence skills toward all hierarchical levels.
Training "Sustainable for Sales"
- 1 day
- Audience 20 to 30
- FR/ENG
- Please ask
This training is based on practical experience. It meets a pressing need : on one hand B2B customers expect more and more support from their suppliers regarding social and environmental responsibilities; on the other hand sales usually have received little or no training on those topics; last but not least, carbon footprint reduction on Scope 3 requires customers and suppliers to work hand in hand.
This is not on-shelf training : it must be designed together with your teams to integrate what is specific to your industry. It starts with understanding your strategy with regard to ESR and with a lifecycle analysis of your products.
We will work with our partner Green Insiders.
Training objectives
Your sales teams may not be trained on environmental questions yet. The first objective is to ensure they are able to engage into an educated conversation with customers
Ensure sales teams can identify customer needs, and how they could help them reduce their environmental footprint (and also associated costs)
Thanks to a robust product lifecycle analysis methodology
This skill shall help your sales team engage into a more startegic discussion, breaking away from purely transactional topics such as price and supply.
Those topics are often not under the responsibility of you usual contacts (Purchasing, Engineering…) and allow you to expend your influence (Power Map)
Addressing the environment challenge requires actions at every level. Such initiative will give to Sales teams a strong feeling of purpose, boosting their commitment.
Training on « Storytelling »
- 1 day
- Audience 6 to 10
- FR/ENG
- Please ask
This training is based on 4-year experience facilitating a large industrial Group Customer Board, and telling monthly customer stories to the Executive Committee. I coached dozens to get them ready to address the Executive Committee, which is a very special audience.
To wage impact and influence, it is essential to master the art of story telling. Stories have a deep and lasting impact. Much more than KPIs and dashboards.
This training encompasses three key points: how to draft a storyboard; how to use the right visual support ; how to behave onstage.
Training objectives
CXO must have influence on all company functions. Not just sales teams. To that end he must have the right skills.
How to tell a story depends on the audience: face to face, small groups or large audiences require different approaches. The story also differs if told to shop floor staff, sales people or senior management.
Comply with the 10 Golden Rules of a good story telling.
The first seconds are critical: hone how you come on stage and the very first sentence you tell
Your last words will echo in the silence, and very often will be remembered, driving which actions will be taken adterward. What is your objective? How to conclude in a proper way?
The audience will remember the impression they felt. Not the words you said. Non-verbal communication leave a more lasting impression we usually think.
Training "Mastering Customer Experience"
in partnership with CX IMPACT
- 2 days
- Audience 20
- FR/ENG
- 30/11/2023 - 01/12/2023
We have collected and distilled all of our knowledge and experience and proudly introduce the training program of Mastering Customer Experience : MASTERING CUSTOMER EXPERIENCE.
This programme is designed to introduce customer experience management, its competencies, frameworks, methods and tools you can use. It will allow you to maximise customer loyalty within your or your customers’ organisation.
Mastering Customer Experience is also designed to prepare candidates to the Certified Customer Experience Professional (CCXP) exam.
Our training program offers detailed knowledge using the globally recognised CXPA competencies. We also provide real-world case studies for B2C and B2B applications.
CXPA competencies are:
- Customer Experience Strategy
- Customer-Centric Culture and Accountability
- Voice of the Customer, Customer Insight, and Understanding
- Experience Design, Improvement, and Innovation
- Metrics, Measurement, and ROI
More information on CXPA Website.
