Planning and Engineering the Customer Experience

Verð snemmskráning 145.000 kr Almennt verð 174.000 kr
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Snemmskráning til og með 27. september
Thu. 25th and Fri. 26th of Oct. at 8:30 -17:00 hrs.

Course material, a light lunch and refreshments are included in the course fee. Lunchbreak is from 12:15 – 13:30 hrs.
The course will be tought by an instructor from Lausanne Hospitality Consulting.
Endurmenntun, Dunhaga 7.

The course will provide the participants with the right knowledge, competencies and mind-set to think strategically when designing experience for customer alignment and competitive differentiation.

Module description:
In today’s highly competitive environment, most organizations recognize the importance of improving customer service to differentiate from the competitors. However, this is an outdated mode of thinking and no longer appropriate!
Customer service is only a touchpoint of a whole experience. What people are looking for today are experiences that will make a difference in their ordinary lives and will generate positive emotions which can then be shared with their friends and families. Those who share their experience wish to see your organization do more business and to succeed. Consequently, customer experience is one of the primary generators of the most powerful marketing tool: positive word of mouth.

In order to achieve this, organizations must start planning and engineering customer experience to incorporate it fully in their structure and strategy. The very first step of a successful customer experience is listening to their preferences and thinking strategically on how to translate these elements into the organizational structure.

During this 2-day module, participants will discover the importance of planning and engineering the customer experience as well as delivering service excellence. It will also provide the participants with the right knowledge, competencies and mind-set to think strategically when designing experience for customer alignment and competitive differentiation.

Learning Objectives:

Knowledge
• Explain how planning, engineering and design influence the service experience.
• Explain the art of service and its impact on customer service experience.
• Demonstrate the importance of each component of the customer experience.

Competencies
• Build a sustainable competitive advantage through customer experience development.
• Identify the gaps in corporate strategy elements that affect design and delivery of unique customer experiences.
• Appreciate and apply blueprinting in designing and delivering unique customer experience.
• Adopt best practice strategies to drive a customer-centric culture in your organization.
• Create and implement a service strategy that integrates all elements of customer experience design; including sensorial, emotional, relational and sociocultural elements to allow for
sustainable competitive advantage.
• Create, measure and improve a customer journey for your brand or organization.

Mind-set
• Defend the importance of thinking strategically and bringing your organization closer to your customers.
• Appreciate the involvement of employees and their attitude in delivering exceptional service.
• Recognize how emotions contribute to exceptional service.

Methodology:
A combination of lectures, case studies, benchmarks and practical exercises.

Who should enroll:
This course has been designed for senior functional managers, general managers and executives with decision making powers and entrepreneurs.

Other information:
Lausanne Hospitality Consulting began 1976 as the internal training department of Ecole hôtelière de Lausanne. It has grown to an independent company, with the primary focus to source the best available subject experts and employ them to provide innovative, and often revolutionary solutions for our clients.

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