Customer experience is emerging as the key driver of growth and a key differentiator for brands that do it well. But it can’t be an afterthought. Great customer experience should be woven into the very fiber of your business. In this course, David Brownlee, author of Rockstar Service, Rockstar Profits, helps you build world-class customer experience into your company culture. David shows you how to Identify your mission and goals, craft and align your customer experience vision, implement best practices, and create a winning customer experience framework.
Plus, find out how to continually evaluate and refine your strategy so you can always deliver a best-in-class experience. With these tips, you can create happier customers, more committed employees, and a brand that grows loyalty, profits, and revenue.
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01 – Introduction
02 – Assess Your Customer Experience and Culture Alignment
- 01 – Assess your customer experience and culture alignment
- 02 – Adjust and shift your alignment for better results
03 – Create Alignment Targets for Your CX and Culture
- 01 – Define your company mission, vision, and values
- 02 – Design your employee journey
- 03 – Map your desired customer journey
04 – Design and Implement Skills Training
- 01 – Training programs How to improve your company culture
- 02 – Training programs How to improve your customer experience
- 03 – Aligning company culture and customer experience training
05 – Analyze Alignment Results Customer Experience and Company Culture
- 01 – Tracking your customer experience and culture alignment
- 02 – Bridging the gap between your customers and employees
06 – Conclusion