Customer Experience Management: Grow Your Business With A Purpose

Course Details

Experts Shaun Smith and Andy Milligan share the findings and research from their best-selling book, On Purpose: Delivering A Branded Customer Service People Love, and some of the techniques their company, Smith+Co, uses to help organisations 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. You will be able to design a distinctive experience that will differentiate your brand. You will be able to map the employee journey, create a culture that supports your customer experience and know-how to recruit and train people that fit your brand DNA.

What you’ll learn

• Understand the three main things that strong brands do; They Stand Up for something that matters to customers, They Stand Out from their competitors and they Stand Firm by creating strong cultures that sustain them.
• Learn how to define a brand purpose that will set the scene for your customer experience and align your organization. You will be able to apply the five tests of a great purpose and what it requires of your leaders.