Beyond Customer Service Customer Engagement and Experience Training Module on Customer Service Edu Ppt

Slide 4 

The slide contains information regarding the definition of customer engagement. It also includes details of the importance of customer engagement in terms of emotional connection, customer retention, and responsiveness to marketing efforts.

Instructor’s Notes:

Customer engagement is important due to the following reasons:

• Emotional Connection: Engaging customers between and beyond purchases will strengthen their emotional connection with the brand, to further enhance customer loyalty and trust
• Customer Retention: Stronger connections between customers and the brand will help retain hard-won customers to prevent churn
• Responsive to Marketing Efforts: Successful customer engagement will keep the brand at the top of the customer’s mind, making them more responsive to marketing efforts and increase sales funnel velocity

Slide 5

The purpose of this slide is to highlight the difference between customer service and customer engagement. It also contains details of the multiple comparison parameters such as the objective, occurrence, nature, and responsibility.

Slide 6

This slide provides information pertaining to the major approaches to achieve high customer engagement in the company. The key approaches highlighted are understand customer journey, offer personalized service, implement a chatbot, content gamification, loyalty programs, and social competitions.

Instructor’s Notes:

The major strategies to achieve high customer engagement:

• Understand Customer Journey: Map the customer journey and find all critical touchpoints to identify opportunities for engagement
• Offer Personalized Service: Ask customers what they want, use their purchase or browsing history to deliver one-to-one experiences
• Implement a Chatbot: Use AI-based Chatbots on business websites to send messages to customers based on their location, time on page, or the number of pages viewed to ensure 24*7 engagement
• Content Gamification: Use gamified content in email marketing so that when customers play and win, they remember the brand and engage again with you in the future
• Loyalty Programs: Implement a points-based loyalty program to make customers more invested in the brand, boost long-term engagement, and drive them back to you repeatedly
• Social Competitions: Using a competition on social media, turn customers into brand advocates by asking them to share, retweet, comment, or tag your brand across social media channels in return for free gifts

Slide 7

The purpose of this slide is to showcase the key performance indicators to successfully measures customer engagement, such as Purchase Frequency, Average Order Value, and Repeat Purchase Rate.

Slide 9

The purpose of this slide is to provide information regarding the definition of customer experience. It also includes details of its major components, such as interactions with the brand and customer's perception.

Instructor’s Notes:

The key components of customer experience are:

• Customer's Perception: How customers perceive the brand on single or multiple interactions with organization representatives
• Interactions with Brand: Multiple customer touchpoints such as live chat, talking over the call with an agent, etc., across the buyer's journey

Slide 10

The slide provides information regarding the details of the importance of customer experience, such as reinforcing brand preference, reducing customer churn, inspiring customer advocacy, and boosting revenue.

Instructor’s Notes:

Positive Customer Experience is Crucial due to the following reasons:

• Reinforce Brand Preference: Imparting positive experiences during customer journeys across multiple touchpoints increases customer loyalty towards the brand
• Reduce Customer Churn: Positive customer experience ensures customer satisfaction resulting in low churn
• Inspire Customer Advocacy: Memorable experience makes customers brand advocates for the company
• Boost Revenue: Loyal customer base boost revenue due to repeated purchase. Also, old customers as passive brand advocates help in generating new sales leads

Slide 11

This slide tabulates the differences between customer service and customer experience. The major differentiating parameters are purpose, primary focus, nature and responsibility.

Slide 12

This slide reflects the association that exists between the customer service and customer experience.

Slide 14

This slide depicts the summary of customer engagement and experience training session.

Slide 33 to 47

These slides depict energizer activities to engage the audience of the training session. 

Slide 49

This slide highlights the cover letter for the training proposal. It includes details regarding what the company providing corporate training can accomplish for the client.

Slide 52

The purpose of this slide is to showcase the multiple types of courses offered by the training company.

Slide 54

This slide indicates the major deliverables that the corporate training firm will provide to the client. The key deliverables highlighted are session plans, PowerPoint deck, evaluation material, and training handouts.

Slide 56

This slide represents the multiple additional services offered by the training firm to the client, such as webinars, planning journals, and e-learning design solutions.

Slide 58

This slide tabulates the major deliverables offered by the training company to the client along with their associated costs.

Slide 59

The purpose of this slide is to highlight the multiple additional services offered by the training firm along with their cost details.

Slide 61

This slide provides an overview of the corporate training firm's vision and mission statements, core values, and key clients.

Slide 63

This slide highlights the major awards and recognition won by the training firm for their exceptional service to clients.

Slide 65

The slide provides information regarding the team members that would be providing the training services to the client. It includes details of the trainer and their respective designations.

Slide 66

The slide provides information regarding the team members that would be providing the training services to the client. It includes details of the employees’ names and their respective designations.

Slide 68

This slide provides information pertaining to testimonials given by satisfied clients of the training firm.

Slide 69

This slide highlights the testimonials from multiple satisfied clients of the training firm providing information regarding congratulatory messages, client name, and company details.

Slide 71

This slide showcases the case study for the training proposal. It includes information regarding the problem faced by the client and solutions offered by the training firm. It also covers details of the results and client testimonial.

Slide 73

This slide provides information regarding the contract terms and conditions of the training proposal. It also includes details of deliverables that the training company will provide to the client.

Slide 75

The purpose of this slide is to provide the contact information of the corporate training firm. It includes the firm’s official address, contact number, and email address.

Slide 76

This slide highlights the training evaluation form for instructor assessment. It also includes sections to fill details of training information and attendee details.

Slide 77

This slide showcases the questions for the assessment of the training content by the attendees.

Slide 78

The slide indicates the evaluation form for course assessment. It also includes questions pertaining to the future actions of the attendees.