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

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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

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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

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.

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500+ CORPORATES & BRANDS


Let's talk!

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swapnil@gripel.com

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+91 9920449865