By 2020, customer experience will overtake price and product as the key brand differentiator.
Customer experience is defined as your customers’ perceptions – both conscious and subconscious – of their relationship with your brand resulting from all their interactions with your brand during the customer life cycle. From Brand building perspective, managing customer experience is THE most important element to create a sustainable and profitable brand. World’s leading brands are already keen on delivering good customer experience with relevant strategies.
* Special module can be developed for frontline employees
With over 15 years of professional experience, Mr. Md. Mubir M. Chowdhury is an expert in Customer Experience Management, B2B sales, and customer relationship management, and business communications.
He is the Co-Founder & CEO of Humac Lab Ltd. which has already created award winning products. He is also a promoter of Customer Experience Management concept along with playing an anchor role in the CEM training and consultancy field of Bangladesh.
Program Includes
Case study
Online support
Practical work
Assignment
Introduction
Understand the real cost of replacing people Clearly understand the people management factors Know how to take feedback effectively Identify the team members’ needs Understand why teams succeed and fail Know how to influence and motivate people Manage and retain a talent pool Know how to stimulate emotional intelligence at work
Program Includes
Case study
Practical work
Assignment
Introduction
Define the elements of customers experience in his or her brand Sales and service center team management Empathize with customers Build rapport with customers Avoid critical mistake areas that make customers unhappy Manage difficult or angry customers Manage personal stress level
Program Includes
Case study
Introduction
Define the elements of customers experience in his or her brand Develop the right attitude to become a useful resource Define appropriate and inappropriate office behavior Better manage time and deadlines Appreciate differences among the team members Better manage internal and external conflicting situations Develop action plans to improve professionalism at work
Program Includes
Case Study
Introduction
Understand the overall value of KAM Learn to rank the attractiveness of customers to be a key account Understand different aspects of your accounts’ decision process, factors, and key players Learn how to become a good Key Account Manager
Program Includes
Practical Work
Assignments
Introduction
Understand the importance to deliver as per customer expectations Acknowledge the factors that shapes customer expectations Learn how to effectively manage customer expectations Learn to how to regularly exceed customer expectations
