More than ever, an optimal customer experience is the key to success. We see that more and more research is being done on the impact of an optimal customer experience on the company's results (in particular, on turnover and costs). And yet, there is still much to be done: although 80% of companies believe they offer a good customer experience, only 8% of their customers agree.

That is why it is essential to have the best possible picture of customer satisfaction. Only then can you see what you can do better and focus on the customer experience.

With this training we want to teach you the good practices to implement an effective 'voice of the customer' programme in your company and/or to improve an existing programme in order to get the most out of it.

Topics

During this training we will give you an answer to the following questions:

• Why do we measure customer satisfaction?
• How do we measure customer satisfaction in order to learn useful lessons?
• How do we translate these results into concrete actions?
• How do we increase the chances that the programme will be accepted by the organisation?
• Which tools and technologies can make such a programme even better?
• What are the pitfalls to avoid?

Methodology

Interactive training consisting of a presentation of the best practices around 5 domains with examples and case studies to illustrate the best practices, practical exercises, exchange moments and the creation of a personal roadmap to improve the measurement of customer satisfaction in your company.

Learning objectives

You understand the challenges companies face when measuring customer satisfaction. You have learned which approach and tools can help you to implement and/or improve a 'voice of the customer' programme in your company.

For whom?

The level of the programme is advanced. This programme is designed for managers who are directly responsible for implementing and/or improving their company's 'voice of the customer' programme.

Amongst others: Customer Experience Managers - Research/Customer Insight Managers/Directors - Marketing Managers/Directors - Sales Managers/Directors.

Level

Advanced

Language

The training is given in English, the presentation is in English.
Participants can respond in the language of their choice.