Clientship provides several formats for customer centric training. We recognise that organisations specifics demand tailored content and training to align to their ways of working and the specifc customer centric approach they are pursuing. Therefore we have three training programme formats. Each is built from a core set of customer centric training content. Programme content is designed and developed by experts; Christopher Brooks, Carlos Espinosa and Prof Dr Phil Klaus.
The Essentials: 6 Learning Modules, 3 Development Case Studies
6 x 2 hour modules covering topics: customer centricity fundamentals, customer operating blueprint, customer experience core tools (inc personas), customer centricity accountability and bringing customer centricity to life. Using three case study templates, participants apply their knowledge to create their own customer centric programme
Advancing: Practitioner & Application Modular Training
Several half day practical workshop sessions (currently run virtually) on key areas of customer centricity e.g. customer centric strategy (inc setting a customer success statement, developing customer purpose and defining customer centric contribution) customer journey mapping skills, customer persona development, voice of the customer and feedback loops, customer connections (inc active listening and emotional enagement), employee engagement (inc Ambassador programmes), reviewing the customer performance meaurement suite, developing a customer centric culture, organisational alignment and communication, CX prioritisation and improvement methods, customer experience enablers.
Expert: CX Certfication
We work with Professor Dr Phil Klaus, the highest European authority in Customer Experience Management, author of unique research studies on the subject, and the best seller “Measuring Customer Experience”. The Institute’s value proposition revolves around a 5-level CX Certification journey, ranging from entry-level front-office employees to CEO and C-level executives willing to move faster and outperform their competitors.
“Compete FOR your customers, not against your competitors”