Customer Experience Strategy Brochure

How to place the customer at the heart of your business Every business wants the customer to be at the centre of their universe. However, this is easier said than done. Developing great customer experience is a challenge many organisations struggle with. Yet again and again we find it is customer experience that differentiates you from your competition. Building on Cranfield’s expertise in marketing planning and customer insight, our Customer Experience Strategy Programme gives you the skills, tools and well-tested frameworks to develop and implement a coherent customer experience strategy. This programme provides a unique opportunity to: • Understand the true nature of customer experience. • Create a process to enhance your customers’ experience. • Discover the omni-channel customer experience tools we have developed and how to use them effectively. • Improve your customer experience implementation strategy.

What you will gain from this programme:

What your organisation will gain: • New ideas for senior executives to lead a transformational change towards a customer centric organisation. • The capability to implement a customer experience strategy that applies a true outside-in perspective of management. • An improved understanding of how to create better long-term customer relationships. • Integration between the customer experience and corporate strategy.

Who is the programme for?

Senior executives who must guide their organisation to a more customer centric-future. • SME Chief Executive Officers and Managing Directors. • Customer Service Directors and Managers. • Heads of Customer Management/ Experience/ Engagement. • Customer Operations Directors and Managers. • Sales Directors and Managers. • Marketing Directors and Managers. Additionally, teams from different functions within the same organisation are encouraged to attend (max. five per organisation).

• Effective techniques to bring the voice of the customer into the heart of your organisation. • New tools for identifying value in the customer journey. • A clear methodology for improving customer centricity across multiple channels. • Skills to achieve cross-departmental commitment to the customer experience strategy. • Improved confidence for leading the customer experience strategy in your organisation. • Access to leading experts who will share insight into your own customer experience issues.

To book contact: Cranfield Executive Development team Tel: +44 (0)1234 754500 Email: execdev@cranfield.ac.uk

For more information visit: www.cranfield.ac.uk/som/ces

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www.cranfield.ac.uk/som/ces +44 (0)1234 754500 execdev@cranfield.ac.uk

www.cranfield.ac.uk/som/ces +44 (0)1234 754500 execdev@cranfield.ac.uk

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