In-house Training: Action Planning From Customer Insight
You’ve undertaken your customer research, but what next? It’s important to have a strategic plan to combine your understanding of customer needs and an approach for implementing change.
We’ve been helping our clients create actions plans based on the analysis of their research for over 25 years. An essential part of our service is providing them with clear priorities for improving the customer experience.
Our in-house training will give your team an overview of how we approach action planning with a focus on customer insight and other data sources. Delegates will acquire the knowledge and skills to identify what matters most to your customers and create achievable goals to make a real difference to the customer experience.
Pricing starts from £1,800. Enquire now for a personalised quote.
What does the training cover?
The details of this training varies dependending on the client, but we usually start by reviewing your customer insight. It's important to make sure you have the right infomation to help you design improved experiences. For example, 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
Identifying what you need to do to improve
Then we focus on your organisation. Ensuring your customer insight reaches colleagues throughout the business who, collectively, create the customer experience, to give them the the right knowledge to make a difference. 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.
And finally, we look at how to create action plans than work. Using real life examples we guide you through the action planning process. We discuss the role of leaders in the organisation when it comes to designing 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.
Pricing starts at £1,800 (+VAT)
Customer Insight Review
Identifying Prioirites for Improvement
Customer Experience Strategy
Action Plans That Work
In-house Training Options
The exact training you receive will depend on your requirements, but we have a range of options available to choose from, including:
In-house workshops. Delivered at a location of your choosing, with no limit on how many delegates can attend. Content can be tailored depending on your specific needs.
Virtual training sessions delivered on your platform of choice. We've developed training that takes full advantage of the features of the latest virtual meeting software.
Group online course. If you have a larger team that require training, we can run a dedicated group version of our online course which will include live online sessions with the tutor to reinforce the learning and cover how this will work in practice at your organisation.
Hybrid online and in-house workshops. Some clients choose to a combination of the online course and in person workshops.
Complete our short online form or book a meeting online, and a member of the team will be in touch to discuss your training requirements.
Client Manager @ TLF Research
After 23 years in customer insight, Stephen's view is different to most. He believes that creating great customer experiences is simple (though rarely easy). Insight comes from asking customers the right questions, and listening to what they say. Building a customer-focused culture is more important than improving your processes. Proving the ROI of customer experience is easier than you've been told.
Stephen stays abreast of the latest thinking in customer insight and analysis so that you don't have to. He combines straightforward reviews of cutting-edge techniques with real life stories to engage with his audience, leaving them inspired to make change.
Outside of work he’s also a keen photographer, craft beer buff, and probably owns too many stringed instruments.
"This training provided a thorough exploration of transitioning insight acquisition into organisational action and impact. Complete with useful tools and frameworks as well as theory, it was engaging and thought-provoking."
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Get in touch
Get in touch to find out more about our training courses and how we can help you gain an in-depth understanding of your customers today.