A 1-Day Customer Experience Workshop

Expert Instruction to Surge Customer and Company Outcomes

75% 

Higher Customer Lifetime Value

Customer experience (CX) research found that every dollar invested in a CX program delivered $3.56 in additional company revenue. That's an impressive ROI.

Even better, successful CX programs drove a 75% improvement to customer lifetime value.

7-12%

Increased Price Premiums

Pricing research shows that profitable CXs fall into 5 categories that can be designed to drive double digit price premiums.

These premiums are only one source of incremental revenue. Superior CXs also increase repeat purchases, average purchase amount and referrals.

2X

Increased Customer Retention

According to a Salesforce study, 80% of customers say the experience a company delivers is just as important as its products or services.

The research shows that rewarding CXs create customer affinity, which is a leading indicator of company revenues, customer share and retention.

Why Attend This Customer Experience Workshop

Delivering relevant, personalized and contextual CXs is critical for companies in highly competitive industries where customers perceive multiple substitutable alternatives.

It's essential when repeat purchases are needed to achieve company revenue objectives. And it's a proven business strategy to increase customer share, customer lifetime value and retention.

This workshop shares how to deliver differentiated CXs automatically and at scale to achieve these business objectives.

Agenda

Below is our Customer Experience Workshop agenda. Our workshops are flexible, and the agenda may be modified to accommodate the objectives of each client.

  • As the saying goes, "Well begun is half done." That's why we start by sharing how to quickly create a CX Strategy. The strategy defines a calculated approach to most efficiently deliver the interactions that maximize customer satisfaction and company profits.
Customer Experience Predictive Model

This data-driven approach shows how to achieve Best-in-Class performance results by assembling the strategy into the five categories of company (brand), products, transactions, engagement and customer support. Designing the execution of profitable interactions in these categories will maximize your program's financial impact and ROI.

  • We then review evidence-based best practices. These are repeatable methods that achieve predictable outcomes. That's important because executives don't want to experiment over prolonged periods to figure out what works. They want to quickly find the shortest route to their goals.

We show how to assemble best practices into a Playbook and use them for predictive analytics. This permits you to forecast, compare and rank them so that the company can select those that deliver the maximum impact in the least time, cost and risk.

Customer Satisfaction (CSAT) Predictive Analytics

We also show how to apply best practices and plays at exactly the points where they can be used to achieve an engineered CX. This includes programmatic routines that provide guided facilitation to staff or technology automation to online customer interactions.

  • We then show how to advance from precision planning to prescriptive execution using a Blueprint. This helps shift your planning from what you can do to what you should do to achieve the biggest uplift in the shortest time.
Best Practices Blueprint

The above Blueprint is an example of how we use a one-page visual snapshot to clearly show the execution that achieves the company's goal.

It's a proven approach to achieve targeted goals with best practices that include process instruction, integrated technology, measurement metrics, and forecasted payback. Key performance indicators are displayed in a dashboard. Pre-configured alerts deliver real-time variance notifications.

  • Technology enablement is needed to automate CX processes. Only then can processes become efficient, effective and scalable.

We show how to apply software automation to automatically deliver the content or engagement at every customer touch point so that it improves the result.

We show how to transform data into insights that improve CXs. That's critical as data is your most powerful asset to achieve competitive differentiation and sustained success.

Finally, we advise how to design a technology strategy that uses fewer applications to achieve easier data management, more automation, and better information reporting.

Customer Experience Technologies
  • Performance analytics are needed to measure and improve the CX and achieve the downstream financial effects of increased customer lifetime value (CLV) and retention.

And because delivering and profiting from superior experiences is a journey best directed with data and analytics, we review the most helpful decision support tools.

Customer Experience Dashboard

The goal of performance analytics is to systemically drive improvements to the CX. Even small improvements are shown to deliver significant and sustained financial benefits.

Here's What Makes This Workshop Worth Your Time

  1. It's fast. At the end of the day, you will have been given a framework and supporting templates to create high impact CXs that improve customer satisfaction and financial results.
  2. It's data-driven. Recommendations without data are just opinions. We skip the theoretical discussions and instead apply data, benchmarks and predictive analytics so you can plot your most successful route.
  3. It's all about the outcomes. Once you have a method to transform data into outcomes, you can separate activity from progress and focus on the few actions that create the biggest outcomes.

Each workshop is tailored to the goals and needs of its attendees. Contact us to learn how our customer experience consulting experts can design an event that is uniquely suited for your company.