We Combine Cognitive, Emotional and Artificial Intelligence to Empower People
Management and Customer Service
Designing the 'Customer Service Experience' Marketing Strategy
Customers today are not just interested in buying products and services but want to enjoy a unique and great service experience that creates the best impressions, strong emotions and enjoy benefits through the customer relationship.
A successful experience means they will remember it, share it with others, and keep them coming back again and again, influencing others positively.
The experience is a result of the company's complex interaction with customers and is built at all points of contact. It affects the feelings and perception of each customer regarding the brand name of the company and its products. That's why Customer Experience is the most important marketing strategy.
Target Audience
Managerial, supervisory and responsible personnel of business departments and other organizations that directly and indirectly affect the customer service experience.
Examples: Administration, Finance, Marketing, Purchases, Sales, Public Relations, Human Resources, Operations, Internal Control, Production, Logistics and Warehouse, IT, Quality Management, Project Management, etc.
Sectors of activity: Retail and wholesale trade, services, production, construction and manufacturing.
Subjects and objectives to be developed
How important is the service experience? You will find that the service experience affects the success of your business in today's highly competitive and demanding environment and you will evaluate its competitiveness against specific criteria that are valuable to customers.
What are the biggest customer challenges? You will identify and assess the biggest challenges regarding the customers you aim to win and identify opportunities to grow the service experience your business currently offers.
How will you design the desired service experience? You will learn how to apply a modern, integrated and practical methodology to creatively develop the design of the desired service experience you wish to offer. It will further develop your understanding of the customer's perspective.
Why identify stages and touchpoints? You will be able to identify each stage and point of customer service and apply the appropriate strategies, tools and processes for a successful implementation. Thus, you will be able to create a seamless experience.
How will you win the loyalty of your customers? You will develop your ability to win not only your customers' minds (rational criteria) but also their hearts (emotional criteria). Customers actively and positively engage with your business's brand name and marketing activities. Plus, they'll 'bring' you customers for free!
How does it help the culture of the company? The staff develops a better understanding of the business that professionally seeks to develop its strategy by applying modern practices. He is more engaged and more actively engaged in helping to make the new service experience a success.
Characteristics of the program
Adaptability
Flexible with the possibility of the design and implementation being adapted according to the needs, data and goals of the business / organization of the trainees.
It is applied within the premises of the company or in an approved room or in an online area approved by the Human Resources Development Authority.
Groups are organized, the duration is determined and meetings are planned depending on the possibility of the company's schedule.
Interactive
The instructor presents it in a way that helps the trainees feel comfortable, enjoyable and gets their interest.
Questions are asked, discussion is held to exchange knowledge, opinions, ideas and experiences. Thus, the trainees are able to participate more actively and creatively, thus understanding the program better.
The role of the trainer turns into a facilitator, coordinator and consultant.
Practical
The program has a workshop nature and a large part of the time is dedicated to apply group and individual exercises related to the business environment and their roles: questionnaires, scenarios, simulation, problem solving, risk management, idea workshops, decision making, etc.
The learning experience is enhanced, which is maintained over time, thus increasing the ability and performance at the individual and group level of the trainees.
Contemporary
Modern methods of training and distance learning of adults working in a business environment are used.
Leverage current application technologies, including artificial intelligence, developed in the digital age to transform the learning process and develop the learning potential and experience.
Presentations are stylish with attractive photos and slides that attract and retain attention.
Program implementation methodology
The aim is to ensure that the training programs are efficient, effective and aligned with the objectives of the trainees and the business / organization.
We follow a systematic instructional design framework used to guide the process of creating vocational training programs that supports Program Analysis, Design, Development, Implementation and Evaluation.
We focus on structuring the creation of learning experiences by promoting group learning to achieve geometric efficiency.
The company can understand through the program how to facilitate and strengthen the application of the program in its daily operation, to identify and evaluate the improvements that have occurred over time after the implementation of the program.
Analysis
We identify and analyze the improvement needs of the business and the trainees who will participate in the program.
Design
We design the educational approach of the group.
Development
We develop the content of the program
Implementation
We implement the program with the methodology, means and techniques specified.
Evaluation
We evaluate the achievement of learning objectives and program performance.
HRDA Subsidies
The implementation of the single-business subsidized programs can be done inside the business premises or in an approved room or in an online space approved by the Human Resources Development Authority.
The cost of the training can be covered up to 100% by the grant of the AND, depending on the level of the grant and the number of people participating in the program.
We support businesses with the approval and grant payment procedures from the Human Resources Development Authority through the ERMIS platform.
Benefits for the business
It develops knowledge, skills, behavioral attitudes and mindsets
It enhances human resource resilience and continuous improvement, adaptation
It enhances people's satisfaction, commitment and dedication to achieve goals
Aligns HR with vision, mission and strategy
It revitalizes and strengthens individuals' optimism for a better future
Increases results and performance at individual and team level
More effective management of business risks is achieved
It better prepares the business / organization for the upcoming challenges
It enhances prospects, opportunities and competitiveness
You need to start with the customer experience and work back to technology, not the other way around.
Expression of interest
Please contact us directly for more information on the program you are interested in and how you can apply it to your business exclusively for your own employees.
Just fill in the details below and we will contact you shortly.
We are always eager for your best service!
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