Customer Experience Management: Brand Purpose & Leadership

Course Details

This course’s focus is predominately given to the importance of having a brand purpose. Experts Shaun Smith and Andy Milligan will share the findings and research from their best-selling book, On Purpose: Delivering A Branded Customer Experience People Love, and some of the techniques their company, Smith+Co, uses to help organizations become purposeful in the experience they deliver to customers. They use case studies to illustrate the concepts and then teach you how to apply these principles to your own situation using the tools and guides provided. By the end of it, you will know how to define a brand purpose that will align your organization and provide the context for your customer experience initiative.

What you’ll learn

• How to define a brand purpose that will set the scene for your customer experience and align your organization
• How to apply the five tests of a great purpose and what it requires of your leaders