Learn the art of driving customer loyalty!
Over three interactive workshops, our presenter Claire will take participants through three key phases of Client Experience.
Claire will take you on a journey of discovery as you learn what makes your customers tick (and what really ticks them off!). From customer journeys to basic research, leveraging the emotion of decision making and building a customer experience strategy.
These engaging and action-oriented sessions will have you energised, informed and clear on the steps you can take to improve your customer experience.
Webinar Series Overview
10 SEPTEMBER, 10AM - 11AM
WEBINAR 1 | PERSONAS & JOURNEY MAPPING
Setting the scene, we take a look at the basics of Client Experience. This will provide some context for the suite of modules.
We'll talk about what a persona is and why it matters to your business, as well as how leverage customer segmentation to deliver customized and relevant information to the right clients at the right time. Participants will be given simple tools and templates so they can design their own personas post seminar.
Once know who our customers are, we'll look at how to map their journey. I'll guide participants through a basic journey mapping exercise and demonstrate how to leverage key learning's to benefit both the business and keep customers coming back. This session will have participants reflecting deeply on who their customers are and how they can better understand their wants and needs.
We finish with an open discussion/ shared experiences/Q&A.
1 OCTOBER, 10AM - 11AM
WEBINAR 2 | TEST YOUR FINDINGS & SENTIMENT MAPPING
After a brief recap on our previous session we'll dive in to testing our journey mapping results and understand why hitting the nail on the head will make the maximum impact on the customer.
I'll walk participants through some basic research methods (simple customer survey's and interviews) that they can try at home and provide all the tools and templates to support this activity.
In this session we'll also take a look at the role of customer sentiment and how to amplify those moments of joy.
We finish with an open discussion/ shared experiences/ Q&A
8 OCTOBER, 10AM - 11AM
WEBINAR 3 | STRATEGY & TACTICS
We'll recap on what we've learned so far for anyone who has missed out on previous sessions.
For the purpose of the seminar we will use a fantasy business- which will enable everyone to get to grips with the topic even if they have missed parts.
Once we have identified our friction points, opportunities and process improvements- whats next?
We'll focus on identifying key learning's from your journey mapping and how to prioritize those to improve your customers experience with you and your brand. I’ll demonstrate how to utilize a simple project prioritization tool to determine where the highest impact on clients can be made.
We'll close off the webinar with a commitment to action/ shared learnings and a final open forum.