Introduction
Customer Experience (CX) is a mentality and a business practice for organizations to perform better in the new media era. Customer Experience is everyone’s job.
This programme aims at helping employees in any job positions to understand how good customer experience can create values regardless of scales and budgets.
An interactive idea crowdsourcing portal is offered, as an option, for participants to apply learnings and contribute ideas after-class.
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.
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)
Programme Fee
HK$ 700 / *HK$ 630 (*Group discount for 2 or more)
Programme Trainer
Max LEE
Max is one of the few who has senior level experience working in research, media and consulting organizations. He has had successful track records in solving commercial business problems creatively for global organizations. Now he provides agile consulting, service innovation solutions to corporates looking to make a difference.
His works cover a range of different industries (food and beverage, insurance, personal selling, property management, bank and finance, luxury and public utilities). He developed and held a patent of the methodologies and tools namely, Experience Archetype® and Idea Hunter® – a digital platform for innovative idea brainstorming to help organisations to promote innovation in their services. Max received Gold Award from Asia International Innovative Invention Award to recognise his contribution to service industry innovation.
Prior to this, Max spent the past 20 years in regional roles, working in agencies (Added Value, OMD/Omnicom, Synovate/Ipsos) helping global brands to develop and assess their services in order to enhance customer experience. He has been giving speeches in Hong Kong and China about creating and implementing customer centric ideas.
Duration
70 mins
Training Platform
HKPC Academy vLearn Platform
Language
Cantonese with Chinese Subtitles
Target Audience
Service Industry, Front-line Staff, Business Development Staff
Certificate Award
A Certificate of Accomplishment will be awarded to participants who have completed the course