Managing Customer Experience SWAT Team

Managing Customer Experience SWAT Team

Over the last few years, companies like Amazon have revolutionize the customer service industry to the point that consumers are now more interested in a positive customer experience with a company than actual products or services. In fact, according to ThinkJar Research, 55% of customers are willing to pay more for a guaranteed good experience, with the operative word here being ‘guaranteed.’

For years, large brands have been able to get away with the promise of a good user and customer experience without the need for follow-through. Now, with social media and online reviews, brands have to invest in the customer experience in order to stay competitive.

It’s a commonly used term in the language of business. It’s essential for successfully competing in an ever-changing global marketplace. It’s necessary in order to combat the tide of shrinking resources and meet the need of doing more with less. It’s a strategy … a tool … a buzzword. The “it” is TEAMWORK. And it also happens to be one of the most misunderstood concepts in business today.

Look around – the labels are everywhere. There are service teams, manage­ment teams, task forces, quality-assurance teams, self-directed work teams, product-development teams, launch teams, departmental teams, and even teamwork-enhancing teams. The list is seemingly endless.

Course Outline

Modules

  • Introduction to Customer Experience (CX) Management
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  • Customer understanding
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  • Design Thinking
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  • Governance
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  • SWAT TEAM
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  • Developing Successful Teams
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  • The Importance of Trust
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  • Roles and Accountability on Projects
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  • Effective Team Meetings
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FAQ

Who should attend?

Executive Level and Above

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