Programming

Customer Experience Design Half-Day Workshop

Date and Time

Date: Tuesday, Jun 12, 2018
Time: 9:30AM - 1:30PM

Location

International Market Square – Studio 185
275 Market St, Minneapolis, MN 55405
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In a world where commoditization is the norm, differentiation is key. The kind of differentiation customers will notice doesn’t come from what you say, it comes more from what you do. Customer Experience is a new discipline that helps you figure out what to differentiate and how to do it in a way that benefits your customers and your bottom line at the same time. More than any other factor, your brand’s customer experience will determine whether you thrive and profit or struggle and fade. There is a strong business case for improving the customer experience especially when it leads to increased retention and referrals. According to Gartner, a 5% increase in retention can boost profits by 25% to 125%.

As a result of this core workshop learning and experience, participants will:

  • Tools: Get equipped with essential planning tools to execute customer experience design.
  • Skills: Understand how to capture the details in a customer journey.
  • Empathy: Gain a deeper appreciation for the needs, desires and expectations of customers.
  • Insights: See how journey maps can help improve current state experiences as well as help design future state experiences.

Workshop attendees will receive a copy of Stan’s book.

As a result of this workshop you and/or your team will be better able to:

  1. Drive differentiation by understanding the attributes customers value the most.
  2. Reduce attrition by learning how to be measure customer loyalty and ways to reduce defection.
  3. Increase efficiency by understanding the different touchpoints in the customer journey.             

Agenda

Time Activity
9:30am-10:00am Guests arrive and networking
10:00am-1:00pm Workshop and Included Lunch
1:00pm-1:30pm Networking

Cost

Ticket Type Price
Member $40
Student Member $25
Non-Member $75
Student Non-Member $35

Parking

Free parking available

Cancellation Policy

All cancelled registrations received by the AMA Minnesota office 2 business days by 5pm before an event are eligible for a refund. No refunds will be given for cancellations received fewer than 2 business days before an event. To cancel a registration please contact: office@amaminnesota.org.

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