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所在平台: Udemy |
课程主页: https://www.udemy.com/course/customer-experience-brand-purpose-employee-alignment/
课程评论：没有评论
课程名称：客户体验：品牌目标与员工对齐 课程概述： 该课程旨在帮助您设计能够维持组织成功的员工体验与文化。虽然该课程可以单独学习，但建议作为“以目的发展您的业务”的三门系列课程中的第三门课程进行学习。此课程的核心是员工体验的重要性，并供您配备设计有效员工体验所需的工具。 课程内容： 课程由专家Shaun Smith和Andy Milligan主讲，他们将分享来自其畅销书《On Purpose: Delivering A Branded Customer Experience People Love》的研究成果和发现，并介绍他们公司Smith+Co在帮助组织提供有目的的客户体验方面所使用的一些技术。通过案例研究阐明概念，并教授如何使用提供的工具和指南将这些原则应用到您自己的情况下。 课程针对谁？ 如果您在品牌或体验项目中遇到任何问题，如进展缓慢、缺乏对齐、投资方向不明确、渠道体验不一致等，该课程将非常适合您。特别是对于希望创造成功文化的人力资源专业人士和领导者，该课程尤为关注。 学习目标： 参与者将学习强品牌所做的三件主要事情：站出来为客户关注的事物而斗争、从竞争对手中脱颖而出、并通过创建强大的文化坚定立场。课程结尾，您将能够绘制员工旅程，建立支持客户体验的文化，并学习如何招募和培养符合品牌DNA的人才。 讲师介绍： - Shaun Smith：客户体验领域的领导者，Smith+Co的创始人，专注于将管理重点从客户服务推广到更具战略性的客户体验。他曾在客户体验的多种行业中为众多客户提供支持，并为《On Purpose》一书的合著者。 - Andy Milligan：国际商业领导顾问，帮助企业通过对齐品牌战略与客户和员工体验来建立更好的商业。他是获奖战略咨询公司The Caffeine Partnership的联合创始人，并拥有多部畅销商业书籍的作者身份。 本课程将为创建独特且有效的员工体验提供宝贵的实用知识与实践指导。
Design An Employee Experience That Sustains SuccessAbout This CourseThis course, Customer Experience Management: Brand Purpose & Employee Alignment, can be enjoyed as a stand-alone course and - for maximum benefits - taken as the third course in a three-course series entitled Customer Experience Management: Grow Your Business With A Purpose.In this course, the focus on the importance of the employee experience and equips you with the tools you need to design an employee experience and culture that sustains success for your organisation. Experts Shaun Smith and Andy Milligan will share the findings and research from their best-selling book, On Purpose: Delivering A Branded Customer Experience People Love, and some of the techniques their company, Smith+Co, uses to help organisations become purposeful in the experience they deliver to customers. They use case studies to illustrate the concepts and then teach you how to apply these principles to your own situation using the tools and guides provided.What Does It Mean To Be 'On Purpose'?Eight practices define the essence of being On Purpose. They describe the actions and behaviours of those brands that are transforming their markets through creating meaningful and intentional customer experiences; brands like Burberry, Zappos and Lego. In this rapidly changing world, it is vital for organisations to be agile and deliver customer experiences that differentiate them in the market place and continue to meet changing customer needs to sustain growth.Who Is This Course For?You've read the books, you've attended the conferences, you've listened to the podcasts and you may already be involved in some kind of branding or experience programme within your organisation. But perhaps things are moving a little too slowly, you're not creating alignment, there's disagreement about where to start, a lack of clarity about where to invest, confusion about how to deliver an experience across channels, the enthusiasm is waning, the strategy's uninspiring, or you are just not seeing the results you expected. Or perhaps you haven't even started yet and want to get it right the first time. If any of these descriptions resonate, this workshop is for you. This course will be of particular interest to HR professionals and leaders interested in creating a winning culture.What Will You Learn On This Course?There are three main things that strong brands do; They Stand Up for something that matters to customers, They Stand Out from their competitors and they Stand Firm by creating strong cultures that sustain them. This course will teach you how to design a distinctive employee experience. By the end of it, you will be able to map the employee journey, create a culture that supports your customer experience and know-how to recruit and train people that fit your brand DNA.Your InstructorsShaun Smith has been a leader in expanding management attention from the narrow focus on customer service to the wider, more strategic drive towards customer experience. He is the founder of Smith+Co the UK based customer experience consultancy that has helped organisations create compelling customer experiences that achieve brand differentiation and customer loyalty. Smith+Co has worked with clients in a number of industries including retail, hospitality, financial services, travel and technology to name a few and was selected as the UK's Management Consultants of the year 2020 by the FT based on independent research by Statista.Shaun is co-author of five acclaimed business books. His latest book On Purpose explores how consumers are increasingly favouring brands that have a purpose beyond profit. Shaun has worked with senior executive teams in many sectors, spoken to audiences in 25 countries and appeared on CNN and CNBC. He is a former Fellow of the Professional Speakers Association and a Member of the Global Speakers Federation. Shaun is a recipient of the PSAE (Professional Speaking Award of Excellence).Andy Milligan advises business leaders internationally on how a sense of purpose builds better business and how to align your brand strategy with your customer and employee experience. He has worked with clients in a wide range of sectors including consumer goods, technology, automotive, finance, aviation, construction and engineering, as well as sports and not-for-profits.He is the co-founder of the award-winning strategic consultancy The Caffeine Partnership and an award-winning author of several best selling business books including Uncommon Practice, Brand It Like Beckham, BOLD and On Purpose. He has been a keynote speaker and workshop leader in Asia, USA and Europe, a regular contributor to BA's Business Life Magazine as well as appearing frequently on BBC and Sky News.
