Additional information
| Course Duration | |
|---|---|
| Training Location | |
| Delivery Format |
- From: Aug 24, 2027
- To: Aug 26, 2027
-
Duration:
3 Days
- Location:
Course Code: AX-SAL-006
Customer Profiling & Customer Experience Management
Understanding Customers, Personalizing Engagement & Creating World-Class Experiences
$1,650.00
Course Information
Course Overview
This practical Customer Profiling & Customer Experience Management course provides participants with the tools, techniques, and practical frameworks required to understand customers more deeply, identify their needs and expectations, and create more personalised and effective customer experiences.
Customers today have greater access to information, reviews, social media, competitors, and price comparisons than ever before. As a result, organisations must understand who their customers are, what they value, how they make decisions, and what influences their behaviour.
Learning Objectives
- Understand the principles and business value of customer profiling.
- Develop customer profiles for both B2B and B2C environments.
- Develop and use customer personas to improve customer engagement.
- Understand different customer temperament and behavioural styles.
- Apply appropriate communication approaches to different customer types.
- Identify customer needs, expectations, motivations, and pain points.
- Develop compelling and customer-focused value propositions.
- Use customer information to support marketing, sales, and service decisions.
- Map customer journeys and identify critical customer touchpoints.
- Identify moments of truth that influence customer experience.
- Apply continuous improvement principles to customer experience.
- Develop a practical customer profiling and customer experience action plan.
Who Should Attend
- Customer Service Professionals
- Sales and Marketing Professionals
- Account and Key Account Managers
- Business Development Professionals
- Customer Experience Professionals
- Team Leaders and Supervisors
- Administrators and Support Professionals
- HR and Training Professionals
- Public Relations and Communications Professionals
- Relationship Managers
- Entrepreneurs and Business Owners
- Professionals responsible for customer engagement and satisfaction
Course Outline
This course covers the following core modules:
- Foundations of Customer Profiling
- Customer Segmentation, Data & Market Analysis
- Customer Psychology, Communication & Value
- Customer Experience & Journey Management
- Customer Satisfaction, Measurement & Continuous Improvement
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