Customer Experience Essentials - 生产力学院
Customer Experience Essentials
10011932-03
Online Learning Platform (Accessing anytime upon purchase)
2022-07-29
莊小姐 2788 5768
[email protected]

 

Introduction

Customer Experience (CX) is a mentality and a business practice for organizations to perform better in the new media era.  Customer Experience is everyone’s job.

This program aims at helping all employees, regardless their job positions, to understand the basics and give them the idea that good customer experience is about creating values which can be done in any scales and budgets.

An interactive idea crowdsourcing portal is offered, as an option, for participants to apply learnings and contribute ideas after-class.

Learning Outcomes

  • Participants will learn the fundamental knowledge of customer experience and understand how to create values from practicing it
  • Inspires participants that good customer experience can be simple yet powerful; everyone can play a part to make a difference
  • Engages everyone on idea crowdsourcing exercise to carry on the momentum of discovering, learning and appreciating customer experience
  • Introduces some popular tools e.g. CJM, pain-points and opportunities, etc

Training Methodologies

  • Around one hour online training program for everyone to learn customer experience anytime, anywhere.
  • Experience Archetypes®: a framework adopted in the program to understand and appreciate customer experience from psychological perspectives for both customers and internal customers.
  • Idea Hunter portal: for participants to collect, appreciate, and share ideas. A digital Idea Box is therefore built for continuous inspiration flow.

Programme Contents

  • What is Customer Experience?
  • Why should we care about it?
  • What makes a great customer experience?
  • Best practices of value creation through customer experience (depicted by Experience Archetypes®)
  • What is Customer Centric?
  • Who are the customers?
  • The customer experience journey
  • Value creation through discovering pain-points and opportunities
  • The “Internal Customer” in customer experience
  • Participants’ roles in practicing customer experience (for both customers and internal customers)

Post-course Optional Sessions
(Post-training tool upon corporate request at additional fee)

  • When idea is king and we are the Idea Hunters
  • Idea Hunter app and platform demo and tutorial (Digital Innovative Idea Box for Organization Development)

Programme Fee

HK$ 700

(Early-bird: HK$630, applicable on or before 22  Feb 2022)

Programme Trainer

Max LEE

Max is one of the few who has senior level experience working in research, media and consulting

Organizations. He has had successful track records in solving commercial business problems creatively for global organizations Now he provides agile consulting, service innovation solutions to corporates looking to make a difference.

His works cover a range of different industries (food and beverage, insurance, personal selling, property management, bank and finance, luxury, and public utilities). He developed and held a patent of the methodologies and tools namely, Experience Archetype® and Idea Hunter® – a digital platform for innovative idea brainstorming to help organizations to promote innovation in their services. Max received Gold Award from Asia International Innovative Invention Award to recognize his contribution to service industry innovation.

Prior to this, Max spent the past 20 years in regional roles, working in agencies (Added Value, OMD/Omnicom, Synovate/Ipsos) helping global brands to develop and assess their services in order to enhance customer experience. He has been giving speeches in Hong Kong and China about creating and implementing customer centric ideas.

Duration

70 mins

Format

Video Learning

Language

Cantonese with Chinese Subtitles

Target Audience

Service Industry, Front-line Staff, Business Development Staff

Certificate

Certificate of Achievement issued by HKPC Academy

 

Download Full Course Detail