***Book any 2022 start dates for this course before the end of December 2021 to take advantage of our early bird offer at £250 (ex VAT) per delegate. Simply use the code EB-APC-21 at the checkout to receive the discounted rate***
Customer research is always interesting, but many organisations struggle to translate the insights from their research into action plans that deliver real improvements for customers. This course will explain how to get the most out of your research, how to use it as a jumping-off point to design improved experiences, and how to drive through action plans.
Over 3 chapters we’ll take you step by step through setting up your survey programme to find the insights you need, communicating and collaborating with colleagues through service design workshops, and drawing up action plans that will deliver.
COURSE OVERVIEW VIDEO
WHAT TO EXPECT FROM THE COURSE
The course is a 3 week structured self-directed online learning course, consisting of:
Weekly video sessions outlining topics essential to taking action from your customer insight
Exercises to help you develop your action planning approach
Downloadable materials to complement the weekly videos
Dedicate online community to share knowledge and network
Email, online and telephone support from your tutor, Stephen Hampshire
2 live Zoom sessions with your tutor
The course consists of 3 chapters; each consisting of video lessons, community discussions, reading, activities, and quizzes to make sure you’re picking up what you need. We’ll provide resources for each chapter, and also point participants to useful material in books and online.
Once you've started your course, a new chapter will be released each week. Once a chapter have been released they remain available to access at any point.
Each chapter contains between 30-60 minutes of video lessons and combined with the other learning content we'd recommend spending at least 1-2 hours per week on the course. The time you spend on your weekly tasks is up to you.
WHAT YOU'LL COVER
Chapter 1: The Right Information - We’ll look at the role of your surveys (both strategic and tactical) in identifying Priorities for Improvement, mapping out what the Perfect Customer Experience looks like, and identifying what you need to do to improve.
Chapter 2: The Right Knowledge - The people best placed to take advantage of that insight are your colleagues throughout the business who, collectively, create the customer experience. By collaborating with them you can make sure they understand the research, identify concrete and specific actions that will deliver improvements to the experience, and secure their commitment to act.
Chapter 3: Action Plans that Work - Finally, we need to think about the role of leaders in the organisation when it comes to deigning a customer experience strategy, setting appropriate targets, and drawing up concrete action plans to achieve them. Without accountability, planning, and follow up you’re often left with nothing but a lot of good intentions.
HOW WE'LL SUPPORT YOU
Tutor support will be available from Stephen Hampshire through email and scheduled calls.
There will be 2 live Zoom sessions during the course (in week 1 and week 3), giving you the opporuntity to virtually meet Stephen and other learners on the course.
There will also be a dedicated learner community available with regular discussion posts asking key questions and common challenges.
Tutor support will be available for 4 weeks following the start date of the course.
HOW LONG WILL I HAVE ACCESS TO THE COURSE?
All course content will remain available for 6 months following the start date of the course. You can view the full Terms and Conditions of our online training
HOW MUCH WILL IT COST?
The price of the course is £295 (excluding VAT).
HOW TO SIGN UP
Select the course start date you are interested in and add to your basket to complete your payment online. Once we've processed your payment, we'll send you all the details of how to get started and access your course.
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