Description
Improving perceived quality and working on the customer experience is one of the new projects for the Quality Manager. Beyond product compliance, beyond the process approach, this work orients the quality system on what experiences, on what the customer really perceives through these interactions with your company. These two days of training allow you to build an action plan resolutely aimed at enthusing your customers throughout their journey.
Who is this training for ?
For whom ?Director, Quality Manager. Responsible for customer experience. Marketing Manager. Customer relations manager.
Prerequisites
- This training requires knowledge of the principles of quality management systems.
Training objectives
Training program
- Before the face-to-face
- - A self-diagnosis.
- The challenges of perceived quality and customer experience
- - The scope of the customer experience on the customer journey.
- - From expected quality to perceived quality: aiming for customer enthusiasm.
- Describe the customer journey
- - Link the customer journey to company processes.
- - Reason multichannel and personae.
- - Associate customer expectations and their expectations at each key stage. emotions" .
- - Secure the route, establish the prevention plan, check its effectiveness.
- Improve customer satisfaction along the way
- - Measure perceived quality: surveys, NPS, CES, audits and mystery shoppers.
- - Define progress objectives, formalize your action plan.
- - Optimize relationships with the customer along the way: best front office practices.
- - Dealing with dissatisfied customers, managing social networks.
- - Identifying seduction expectations: aiming for "wow!" effect. Create a competitive advantage.
- After face-to-face - Implementation in a work situation
- - Available online: a tool to build your customer journey and after face-to-face, a personalized activity that will allow you to translate it into a work situation.
