professional development courses

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Customer Experience Management

There is a strong relationship between good customer experience and customer loyalty. Today with increased globalisation and information sharing via the internet, as power shifts increasingly towards the customer, companies can use the customer experience to differentiate their brand from the competition. Companies that focus on improving their customer experiences will see substantial results to their bottom line. When price and product are not sufficient to ensure customer loyalty, understanding the customer journey and paying attention to the customer experience along the way will enable the organisation to stay ahead of the competition. Recognising the importance of customer experience management, the next step is to implement a strategy that ensures your organisation is easy to do business with and that the organisation is aligned towards delivering an outstanding experience

Turning 'Theory' into 'Practice'?

Customer Experience Management goes far beyond simple customer satisfaction measurements. By getting to know your customers well by collecting data from all touchpoints, analysing the data, it can then be used to deliver personalised engagement back to those touchpoints. This delivers increased loyalty to your brand, results in increased revenues, and decreases churn Course materials will include: • A questionnaire to judge the maturity of customer experience management in your organisation • A template onto which you can map the customer journey of different segments • Techniques to solicit feedback on the customer experience • A list of suggested KPIs to monitor customer experience and thus identify areas for improvement

Who should attend?

If your job includes one or all of the following responsibilities, you will benefit from this course: • Building a customer focused organisation • Managing, training and motivating customer service staff • Measuring customer experience, improving customer loyalty • Managing multi-channel CEM strategies or using Social Media for CEM strategies Job titles may include: • Head of Customer Experience • Client Relations Manager • Marketing Manager • Market Research Manager

Key areas to be covered in the programme and documentation

The need for Customer Experience Management
• Why is Customer Experience management important
• How to move customers from prospects to advocates
• A focus on Customer Lifetime Value
• The benefits of satisfied, loyal customers

Becoming a customer-centric organisation
• The importance of employee engagement
• Dealing with feedback and complaints
• Understanding emotional engagement with the brand
• Building loyalty through customer understanding
• Adding value to parts of the marketing mix
• The tips and tricks of customer experience success. Best practice from USA.

Measuring and monitoring customer experience
• Mapping the customer journey
• Identifying key touchpoints
• What are the KPIs of relevance?
• The Net Promoter Score as just one possible measure of performance
• What does the customer experience index measure?

Setting a customer experience strategy
• How to make improvements to enhance the customer experience
• Creating a communication strategy that is consistent with the CEM strategy
• Ensuring consistency across multiple channels
• Align customer interactions with the brand promise to build a trusted brand

Benefits to you

• Learning how to increase the customer’s loyalty to your brand
• Getting the tips on how to increase your revenue by using the customer experience
• Learning the steps in becoming a customer centric organisation and getting the competitive advantage
• Identifying the key stages of your customers’ journeys
• Getting the useful tools to improve the customer experience
• Ensuring that maximum use is made of the large amount of data available
• Indicating your customer experience maturity
• Measuring and improving Customer Lifetime Value (CLV) to allocate the budgets optimally and save resources
• Learning the best practice of Customer experience

Companies already benefiting include:

Duration of Course

2 Day Course

Course details

This course is currently only available as an in-house option. For more information, and a quote, contact our team on +44 (0)20 3002 3057, or by email at

Looking to train larger teams in this subject?

dzingim@marcusevansuk.comTailored in-house/in-company training courses and bespoke strategy workshops designed and delivered on-site throughout Europe according to your specific requirements.

All management, personal development and project management public courses featured in our Course Directory are also delivered on an In-Company basis.

Click Here for information on how this course can be delivered for you as an In-Company Training Solution


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Further information

UK Enquiries: +44 (0) 203 002 3057

Non-UK Enquiries: +420 (0)2 5570 7246

North American Enquiries: +1 312 540 3000 X6714 or - Marketing Manager EMEA - Professional Training

UK Enquiries: +44 (0)20 7647 2383 :
European Enquiries: +420 (0)2 5570 7246 :


"This course will allow my company to develop its existing strategies to a much greater and hopefully profitable level."

Managing Director, Tarmac