This course discusses what is required to create a competitive advantage through understanding the voice of the customer and how an improved customer experience drives shareholder value. It includes identifying and understanding the ‘moments of truth’ and the options for changing the operating model to deliver on the customer promise.

It includes a deep dive into Zeithaml’s 5 gap service model and describes what is required to close each gap and materially improve customer service. It further discusses how to translate the voice of the customer into a customer journey map and its relationship to the business process and underlying technology.

On successful completion you will understand:
1. The principles of customer value management.
2. How to run a customer value management workshop.
3. How to prepare a customer journey map.
4. How to translate the voice of the customer into the business.
5. Zeithaml’s 5 gap service model.
6. How to reengineer the business process to increase customer delight.
7. How to apply the model to large transformation programs.

Content
• Module 1. The customer experience and the drivers of shareholder value.
• Module 2. Customer value management and moments of truth.
• Module 3. Customer value management and aligning the operating model.

Duration
• Face to face - 1 day.
• Remote live – Half day.