WORKSHOP: Measuring and Optimising the Customer Experience

WORKSHOP: Measuring and Optimising the Customer Experience

Learn to use the Top Tasks Management model for delivering an exceptional customer experience, because the best way to put your customer first is to make sure their top tasks are as easy to complete as possible.

  28 June 2017 (14-21h)
  Parker Hotel (Diegem)
  Price: 720 EUR (excl. 21% VAT)

  Presented in English by Gerry McGovern

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Full Programme:
13.30h - 14.00h
Registration and welcome of the participants with Coffee/Tea and Croissants and Networking Opportunity
Top Task Identification
  • Getting the organization to think about customer tasks
  • Sources for a task list
  • How to a top tasks survey and present results
Measuring Customer Outcomes
  • An ongoing management metric
  • Participant / customer selection
  • Creating task questions
How to Run an Observation Session
  • Preparing for testing
  • Running an observation session
  • Analyzing and presenting results
Around 17.45h
Dinner Buffet and Networking Opportunity
Run your own Observation Session
  • Each workshop participant gets to run their own observation session, and try out the skills they have learned
  • To allow this, participants are advised to bring their own laptop
Q & A, Summary and Conclusions
End of this Workshop

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