Only 36 Seats Available!
CUSTOMER EXPERIENCE MASTERCLASS
14 - 15 OCT 2022 @ 5 STAR HOTEL, MUMBAI
Get 3 Months Mastermind FREE with 2 Days Masterclass
KEY BENEFITS
Developing a CX Culture and Customer-first Mindset.
Creating Emotional Engagement with your customers
Aiming end-to-end digital customer experience
Creating a Customer Experience
Habit
Adopting AI and Augmented Reality to Propel Market Growth
Turning first-time buyers into loyal customers.
Analysing customer feedback to understand needs, expectations & preferences
Delivering real business results from customer experience efforts
Delivering consistently positive customer experiences post-purchase
KEY SESSIONS
SESSION ONE
CUSTOMER EXPERIENCE
- Why is Customer Experience important now?
- Cost of Poor Customer Experience
- Customer Experience Principles
- Customer Satisfaction to Loyalty
- Branded experience for customer engagement and loyalty
SESSION TWO
CUSTOMER VALUE CHAIN ACROSS LIFE CYCLE
- Interaction, Interaction Types
- Touch points & Moment of Truths
- Values, Gaps, Barriers & levers of CE
- Managing Customer Experience Effectiveness
- Customer Journey Mapping
SESSION THREE
CUSTOMER EXPERIENCE STRATEGY
- Strategic Framework
- Building a Customer Experience Convent
- Integrating CE Strategy with Organizational Strategy
- Identifying and Strategic Initiatives
- Governance Model
SESSION FOUR
BUILDING CUSTOMER EXPERIENCE CULTURE
- Elements of Customer Centric Organizations
- Leadership Challenges & dilemma
- Creating Success Stories, Quick Wins
- & Best Practices
- Individual & Organizational Barriers
- Individual & Organizational Levers
- (Incentive Programs,
- Education etc)
SESSION FIVE
CUSTOMER RELATIONSHIP MANAGEMENT
- CRM
- Customer Personalities Profiles
- Account Management & Mining
- Managing the perception pyramid
SESSION SIX
LISTENING TO CUSTOMER
- Learn to Listen from Customers
- VOC gathering methods
- Designing appropriate VOC mechanism
- Interpreting and acting on VOCs
SESSION SEVEN
CUSTOMER EXPERIENCE MEASUREMENT
- Building CE Capabilities in Process, Product,
People & Technology
- Attributes of Superior Customer Experience
- CEM Measurement & Metrics
- Role of Data Analytics & Mining
TONY ROBBINS
“We can change our lives. We can do, have, and be exactly what we wish.”
MASTERCLASS + MASTERMIND APPROACH
Pre Course Questionnaire.
Each Participant completes a questionnaire prior to the session, designed to ensure their specific training objectives are achieved. Our trainer will tailor group discussions to meet your needs.
2 Days Masterclass with Expert
Practical exercises & case studies will ensure you can translate expert learning to your business.
3 Months Mastermind With Peers
a peer-to-peer mentoring group used to help members solve their problems with input and advice from the other group members.
TESTIMONIALS
"It was nice arrangement & ambience for learning. Gripel have managed the synchronization of capable Trainer & participants in most effective & optimal manner. Kudos to Gripel. Received implementation ideas for our areas. Understood gap is in what we practice & what is best to practice"
- DIRECTOR BANKING PRODUCTS
ORACLE
Very Informative & interactive sessions. Trainer was able to capture the attention through the program. Benefits learnt were Understanding CX, Networking & ability to build capabilities within my organization"
- PRESIDENT SALES & MARKETING
FINOLEX CABLES
"The training is rich in putting a perspective to the customer centric strategy. I would definitely recommend this course by Neil"
- CHIEF CUSTOMER OFFICER
TECH MAHINDRA LTD.
NEIL
Neil is One of The 25 Most Promising Management & Strategy Consultants in India
Known in short as Neil helps organizations deliver superior customer experience, transform businesses & execute business strategy.
Neil has served in various leadership capacities in organizations like HSBC, Bank of America, Whirlpool Corporation, Standard Chartered Bank & TVS Motors. During his tenure, he has led a wide variety of enterprise-level change deployment programs in manufacturing & service environments.
500+ CORPORATES & BRANDS
swapnil@gripel.com
+91 9920449865