Course : Integrate customer experience into your marketing strategy
Practical course - 2d
- 14h00 - Ref. ATY
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 | Know and understand the challenges of the customer experience |
| Master the fundamentals and use appropriate tools and methods |
| Implement and manage a customer experience improvement program |
| Reinforce employee commitment to customer culture |
Intended audience
Marketing and sales managers.
Prerequisites
Knowledge of marketing and communications.
Practical details
Hands-on work
This highly interactive course is supported by numerous exercises and role-playing exercises.
Teaching methods
In addition to this training course, ORSYS provides Atlas members with Mobile Learning modules. They will be available 7 days before training and for 30 days after training.
Course schedule
1 Understanding the fundamentals of customer experience
- Define the customer experience.
- Implement the customer experience within the company.
- Understand the challenges of the customer experience.
- Determine the importance of prospecting in the customer experience process.
Group discussion
An overview of the different customer experience strategies implemented, based on concrete examples.
2 Implement customer experience development strategies
- Understand the different levels of customer experience.
- Know how to set objectives and define implementation steps.
- Measure customer experience within the company.
- Identify key success factors, associated tools and programs.
- Define strategy and associated customer commitments.
Storyboarding workshops
Share the key success factors of the customer experience within your company.
3 Encourage continuous improvement by listening to customers
- Defining customer focus.
- Collect and prioritize customer feedback.
- Exploit customer feedback and implement related action plans.
- Promote continuous process improvement.
Exercise
Design and present a continuous improvement process.
4 Master the levers of customer experience design
- Understand the customer experience design process.
- Design a seamless customer experience.
- Identify the key moments in the company's involvement in the customer experience design process.
- Clearly identify an ideal customer (buyer persona).
Exercise
Draw up a customer journey and define a buyer persona.
5 Leverage customer experience data
- Know how to select and interpret customer data.
- Managing the customer experience: governance.
- Measure progress on customer experience projects.
- Turning detractors into promoters.
Exercise
Create a customer dashboard and use the associated data.
Customer reviews
4,6 / 5
Customer reviews are based on end-of-course evaluations. The score is calculated from all evaluations within the past year. Only reviews with a textual comment are displayed.
INES D.
18/12/25
4 / 5
Good, interesting training for a good grounding in customer experience.
MARIE B.
18/12/25
5 / 5
very nice
AUDREY G.
18/12/25
5 / 5
The content and its structure were logical and fluid, and very interesting.
Publication date : 02/02/2024
PARTICIPANTS
Marketing and sales managers.
PREREQUISITES
Knowledge of marketing and communications.
TRAINER QUALIFICATIONS
The experts leading the training are specialists in the covered subjects. They have been approved by our instructional teams for both their professional knowledge and their teaching ability, for each course they teach. They have at least five to ten years of experience in their field and hold (or have held) decision-making positions in companies.
ASSESSMENT TERMS
The trainer evaluates each participant’s academic progress throughout the training using multiple choice, scenarios, hands-on work and more.
Participants also complete a placement test before and after the course to measure the skills they’ve developed.
TERMS AND DEADLINES
Registration must be completed 24 hours before the start of the training.
ACCESSIBILITY FOR PEOPLE WITH DISABILITIES
Do you need special accessibility accommodations? Contact Mrs. Fosse, Disability Manager, at psh-accueil@orsys.fr to review your request and its feasibility.
Marketing and sales managers.
PREREQUISITES
Knowledge of marketing and communications.
TRAINER QUALIFICATIONS
The experts leading the training are specialists in the covered subjects. They have been approved by our instructional teams for both their professional knowledge and their teaching ability, for each course they teach. They have at least five to ten years of experience in their field and hold (or have held) decision-making positions in companies.
ASSESSMENT TERMS
The trainer evaluates each participant’s academic progress throughout the training using multiple choice, scenarios, hands-on work and more.
Participants also complete a placement test before and after the course to measure the skills they’ve developed.
TEACHING AIDS AND TECHNICAL RESOURCES
• The main teaching aids and instructional methods used in the training are audiovisual aids, documentation and course material, hands-on application exercises and corrected exercises for practical training courses, case studies and coverage of real cases for training seminars.
• At the end of each course or seminar, ORSYS provides participants with a course evaluation questionnaire that is analysed by our instructional teams.
• A check-in sheet for each half-day of attendance is provided at the end of the training, along with a course completion certificate if the trainee attended the entire session.
• The main teaching aids and instructional methods used in the training are audiovisual aids, documentation and course material, hands-on application exercises and corrected exercises for practical training courses, case studies and coverage of real cases for training seminars.
• At the end of each course or seminar, ORSYS provides participants with a course evaluation questionnaire that is analysed by our instructional teams.
• A check-in sheet for each half-day of attendance is provided at the end of the training, along with a course completion certificate if the trainee attended the entire session.
TERMS AND DEADLINES
Registration must be completed 24 hours before the start of the training.
ACCESSIBILITY FOR PEOPLE WITH DISABILITIES
Do you need special accessibility accommodations? Contact Mrs. Fosse, Disability Manager, at psh-accueil@orsys.fr to review your request and its feasibility.
This programme is an original creation, developed by the teaching teams at ORSYS Formation. Any reproduction, representation, adaptation or use, in whole or in part, without the prior written authorisation of ORSYS, is strictly prohibited. ORSYS reserves the right to take any action necessary to protect its intellectual property rights.
Dates and locations
Select your location or opt for the remote class then choose your date.
Remote class
Dernières places
Date garantie en présentiel ou à distance
Session garantie
This programme is an original creation, developed by the teaching teams at ORSYS Formation. Any reproduction, representation, adaptation or use, in whole or in part, without the prior written authorisation of ORSYS, is strictly prohibited. ORSYS reserves the right to take any action necessary to protect its intellectual property rights.