Course Information
Registration period
Year-round Recruitment
Price
HKD 700
Course Level
Study Mode
Duration
1.50 Hour(s)
Language
Cantonese
Location
-
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Course Overview
Learning Outcomes
- Participants will learn the fundamental knowledge of customer experience and understand how to create values from practising 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 gain 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.
What You’ll Learn
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 practising customer experience (for both external 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)
