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Customer Experience Excellence

Classroom based course with study materials, lecturer support and CPD Hours included

London Training For Excellence


£4,320 inc VAT
Study method
Online, self-paced
5 days
No formal qualification
Additional info
  • Tutor is available to students

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Delivering a valuable and differentiated experience for customers is essential to any organisation\'s strategy for growth and business survival. This course will provide delegates with a methodology for addressing the customer experience strategy challenge. The course is interactive, straightforward and focused on the steps of how to make your organization\'s customer experience a consistently positive one.


Module 1 - Introduction to Customer Experience

  • \'Ow!\' or \'Wow!\'?
  • World Class Customer Experience
  • Service from the customer’s perspective
  • Magic Moments

Module 2 - What do You Want Your Customer to Experience?

  • What is your current strategy?
  • What is your current customer service experience?
  • How does the \'customer experience\' align with business goals?
  • Understanding the impact of the experience on customer retention and loyalty.

Module 3 - Managing Customer Expectations

  • What is it that customers ultimately want?
  • What do customers expect to get now and in the future?
  • What do customers expect before or after making a purchase?
  • What factors influence purchase decisions and how can you take advantage of these factors to improve the customer experience?

Module 4 - Designing your customer experience

  • Defining your Customer Experience Statement (CES)
  • Customer journey mapping
  • The Six Pillar model
  • The Disney 6 step theme park experience process.

Module 5 - Ongoing Customer Experience Management

  • Listen to your customers (VoC)
  • Handling customer complaints in the digital age
  • Tools for measuring and reporting results
  • Building a Service Culture
  • Creating customer ‘love’ for your brand
  • Creating your service manifesto.

Module 6 - Seamless Customer Experience

  • Multi-channel experience
  • Best practice case study: APPLE
  • Customer engagement strategies
  • Customer touch-points and communication
  • Practical case study
  • Personal Action Plan


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What does study method mean?

Study method describes the format in which the course will be delivered. At Reed Courses, courses are delivered in a number of ways, including online courses, where the course content can be accessed online remotely, and classroom courses, where courses are delivered in person at a classroom venue.

What are CPD hours/points?

CPD stands for Continuing Professional Development. If you work in certain professions or for certain companies, your employer may require you to complete a number of CPD hours or points, per year. You can find a range of CPD courses on Reed Courses, many of which can be completed online.

What is a ‘regulated qualification’?

A regulated qualification is delivered by a learning institution which is regulated by a government body. In England, the government body which regulates courses is Ofqual. Ofqual regulated qualifications sit on the Regulated Qualifications Framework (RQF), which can help students understand how different qualifications in different fields compare to each other. The framework also helps students to understand what qualifications they need to progress towards a higher learning goal, such as a university degree or equivalent higher education award.

What is an ‘endorsed’ course?

An endorsed course is a skills based course which has been checked over and approved by an independent awarding body. Endorsed courses are not regulated so do not result in a qualification - however, the student can usually purchase a certificate showing the awarding body’s logo if they wish. Certain awarding bodies - such as Quality Licence Scheme and TQUK - have developed endorsement schemes as a way to help students select the best skills based courses for them.