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[Training] 客户体验地图:运用视觉化工具提升客户体验 Customer experience map: using visual tools to improve customer experience (中文授课 In Chinese)

6月 10 @ 8:30 上午 - 6月 11 @ 4:30 下午

In association with

Dear Members and Friends of SwissCham,

我们需要接受三个事实,

即,1、在同质化产品泛滥的今天,企业的客户体验思维将是企业竞争优势的最重要来源之一。

2、培养全员客户体验思维的关键策略之一是培养具备“客户服务视觉化的思维“,通过服务视觉化树立起”有效服务“的意识。

3、客户体验地图是一种服务视觉化的工具方法论,是一种可以运用在日常工作的能力。

We need to accept three facts,

That is, 1. Today, with the proliferation of homogeneous products, the customer experience thinking of a company will be one of the most important sources of a company’s competitive advantage.

  1. One of the key strategies for cultivating all-staff customer experience thinking is to cultivate a “customer service visualized thinking” and establish the awareness of “effective service” through service visualization.
  2. Customer experience map is a tool methodology for service visualization, and an ability that can be used in daily work。

Best regards,

Your SwissCham Team

 

课程收获和特点 Lesson Gains and Features:

  • 《客户体验地图》课程专注于帮助传统企业高效塑造全员“以客户为中心”的思维。理论浅显易懂,易于接受。既向标杆企业学习经验的同时, 也枚举大量日常工作和生活中的小场景,让员工设身处地反思自己的工作改进和完善。它是一门适用面很广“理论+工具”的实用型课程。
  • 案例和工具分享。即课程中运用大量与客户体验相关的案例和工具,一天的课程中练习超过 3 次以上,案例数量多达 10 个,工具 2-3 个。八成以上案例皆来自老师的实战经验和项目咨询。
  • 练习和成果展示。课程中既有传统授课,也将通过图形化引导教学,提升学员参与体验感。既学习,又行动;既讨论,又设计;既思考,又落地, 真正让学习实践发生在课堂,让成果呈现在课堂。

 

  • The “Customer Experience Map” course focuses on helping traditional enterprises to efficiently shape the “customer-centric” thinking of all employees. The theory is easy to understand and easy to accept. While learning experience from benchmarking companies, it also enumerates a large number of small scenes in daily work and life, allowing employees to reflect on their own work improvement and perfection. It is a practical course with a wide range of “theory + tools”.
  • Case and tool sharing. That is to say, a large number of cases and tools related to customer experience are used in the course. There are more than 3 exercises in a day’s course, with up to 10 cases and 2-3 tools. More than 80% of the cases are from the teacher’s actual combat experience and project consultation.
  • Exercises and results display. In the course, there are traditional teaching, and the teaching will be guided through graphics to enhance the students’ sense of participation. Both learning and action; both discussion and design; both thinking and landing, truly let learning and practice happen in the classroom, and let the results be presented in the classroom.

关于讲师 About the Lecturer

张老师

专业领域

客户体验管理

— 含:NPS(客户净推荐值)、服务体验创新设计、E-MOT(有效关键时刻)、客户体验问卷设计和调查、服务体验营销等 —

专业经历

5年外企经历

西门子(中国)公司担任客户经理。

13年实战创业经历(2年海外市场管理经历)

作为创始人之一,成功打造一家目前全国拥有90多家门店,员工达到1万人的知名准上市企业。先后担任首席客户体验官、全国运营总经理、人力资源总经理、企业学院院长。曾负责“客户服务体系”、“客户体验提升工程”等项目。

2008年-2010年,担任海外公司总经理 ,成功开拓了欧洲市场,作为“海外优秀中国企业代表”获得了前国家领导人的接见。

 

Lecturer Zhang

Professional Field:

Customer experience management

— Including: NPS (Customer Net Promoter Value), Service Experience Innovation Design, E-MOT, Customer Experience Questionnaire Design and Survey, Service Experience Marketing, etc.

Professional Experience:

5 years experience in a foreign company

Siemens (China) serves as the account manager.

13 years of practical entrepreneurial experience (2 years of overseas market management experience)

As one of the founders, he successfully built a well-known quasi-listed company with more than 90 stores nationwide and 10,000 employees. He successively served as Chief Customer Experience Officer, General Manager of National Operations, General Manager of Human Resources, and Dean of Enterprise College. He was responsible for “Customer Service System”, “Customer Experience Improvement Project” and other projects.

From 2008 to 2010, he served as the general manager of an overseas company and successfully explored the European market. As the “representative of outstanding overseas Chinese enterprises”, he was received by former state leaders.

 

培训课程项目 Training Course Project:

1)《客户体验地图:运用视觉化工具提升实体店客户体验》

2)《有效关键时刻(E-MOT):找寻关键触点,塑造品牌体验》经典课程

3)《NPS(客户净推荐值):至真至简的客户体验测评工具》

4)《有的放矢:基于NPS数据的客户体验有效提升》经典课程

5)《体验脑:用客户体验思维设计标杆服务》

6)《内外俱优:打造内部和外部客户的高忠诚度》

7)《服务设计四步骤:从业务管理者到服务设计者的转型路径》最新课程

8)《如虎添翼:骨干员工快速成为推荐型员工》最新课程

1) “Customer Experience Map: Using Visual Tools to Enhance Customer Experience in Physical Stores”

2) Classic course of “Effective Moment of Key (E-MOT): Finding Key Touch Points and Shaping Brand Experience”

3) “NPS (Customer Net Promoter Score): A true to simple customer experience evaluation tool”

4) Classic course of “Targeted: Effective Improvement of Customer Experience Based on NPS Data”

5) “Experience Brain: Design Benchmarking Services with Customer Experience Thinking”

6) “Excellent inside and outside: Building high loyalty of internal and external customers”

7) The latest course of “Four Steps of Service Design: The Transformation Path from Business Manager to Service Designer”

8) The latest course of “Even a Tiger with Wings: Key Employees Quickly Become Recommended Employees”

 

微咨询项目 Micro Consulting Project:

9)基于NPS(净推荐值)的客户体验提升

客户体验地图:客户体验提升工作坊(CEM)

9) Customer experience improvement based on NPS (Net Promoter Score)

Customer Experience Map: Customer Experience Improvement Workshop (CEM)

 

服务客户 Customer Service:

保险行业:中国保险行业协会、平安保险、国寿财险、太平洋保险、中国人寿、信诚保险、太平保险、工银安盛、吉祥人寿、招商信诺、众诚车险、安联财险…

金融行业:交通银行、浦发银行、民生银行、光大银行、中信银行、兴业银行、平安银行、恒生银行、东亚银行、一汽金融、北京农村商业银行、昆山农业银行、中信期货 、中银金融、易方达基金、国海证券、长沙银行…

通信行业:重庆移动、云南移动、广西移动、湖南移动、上海联通、山西联通、浙江移动、湖北联通、海南移动、武汉移动、方正宽带、贵州电信、浙江电信、福建电信、江苏有线、中科院计算机网络信息中心…

制造零售行业:海尔、海信、苏宁、飞利浦、美的、方太、老板、奥克斯、万和厨电、欧派家居、TATA门业、小米之家、VIVO手机、上汽集团、长安马自达、东风集团、海马汽车…

互联网行业:大众点评网、盒马鲜生、当当网、携程网、1号店、酒仙网、去哪儿网、百合网、唯品会、北京上品折扣、连连支付、寺库网、完美世界、创无限移动互联网公司…

服务行业:中国对外贸易中心、国家电网、星巴克、万科物业、滴滴出行、中国烟草、深圳航空、四川航空、华夏航空、奥凯航空、吉祥航空、美联英语、益田假日广场、海信商业广场、港华燃气、克明面业…

Insurance industry: China Insurance Industry Association, Ping An Insurance, China Life Insurance, Pacific Insurance, China Life, Xincheng Insurance, Taiping Insurance, ICBC-AXA, Jixiang Life, China Merchants Cigna, Zhongcheng Auto Insurance, Allianz Insurance…

Financial industry: Bank of Communications, Shanghai Pudong Development Bank, Minsheng Bank, China Everbright Bank, China CITIC Bank, Industrial Bank, Ping An Bank, Hang Seng Bank, Bank of East Asia, FAW Finance, Beijing Rural Commercial Bank, Kunshan Agricultural Bank, CITIC Futures, Bank of China Finance, E Fund , Guohai Securities, Changsha Bank…

Communication industry: Chongqing Mobile, Yunnan Mobile, Guangxi Mobile, Hunan Mobile, Shanghai Unicom, Shanxi Unicom, Zhejiang Mobile, Hubei Unicom, Hainan Mobile, Wuhan Mobile, Founder Broadband, Guizhou Telecom, Zhejiang Telecom, Fujian Telecom, Jiangsu Cable, Chinese Academy of Sciences Computer Network Information Center…

Manufacturing and retail industries: Haier, Hisense, Suning, Philips, Midea, Fangtai, Boss, Oaks, Wanhe Kitchen Appliances, Oupai Home Furnishing, TATA Doors, Xiaomi Home, VIVO mobile phones, SAIC, Changan Mazda, Dongfeng Group, Haima Car…

Internet industry: Dianping.com, Hema Xiansheng, Dangdang, Ctrip, Yihaodian, Jiuxian.com, Qunar.com, Baihe.com, Vipshop, Beijing Shangpin Discount, Lianlian Payment, Secoo.com, Perfect World, Create Unlimited Mobile Internet company…

Service industries: China Foreign Trade Center, State Grid, Starbucks, Vanke Property, Didi Travel, China Tobacco, Shenzhen Airlines, Sichuan Airlines, China Airlines, Okay Airlines, Juneyao Airlines, Midland English, Yitian Holiday Plaza, Hisense Commercial Plaza , Hong Kong China Gas, Keming Noodles…

日期 & 时间 Date & Time
Thursday to Friday, Jun. 10 – 11, 2021 08:30 – 16:30
2021年6月10日到11日,星期四至五,上午8点半至下午4点半

培训议程 Agenda

  • 08:30-08:55 签到 Register
  • 09:00-10:30 培训 Training
  • 10:30-10:40 茶歇 Coffee Break
  • 10:40-12:00 培训 Training
  • 12:00-13:00 午餐 Luncheon
  • 13:00-15:30 培训 Training
  • 15:30-15:45 茶歇 Coffee Break
  • 15:45-16:30 结束Training end

培训语言 Language : 中文 Chinese

价格 Price 

  • Member Price (会员价): RMB 3,980 /guest
  • Non-member Price (非会员价): RMB 4,980/guest

RSVP:
请于2021年06月08前登记报名 Please register by Jun.08, 2021 

Cancellation of RSVP

In case you need to cancel your attendance to the event, please write an email to: events@sha.swisscham.org at least 24 hours prior to the event. Failure to cancel your RSVP timely will require the payment of a “no show bill” of the full amount stated in this invitation.  You can contact Nini Qi by telephone: 021 5368 1237. For third-party events, the event terms and conditions of the event organizer apply.
如果您要取消出席活动,请在活动开始前24小时写邮给 events@sha.swisscham.org。如未能及时取消,我们视同默认付款. 若非瑞士商会主办的活动,取消规则请参照活动主办发布的条款。

明细:

开始:
6月 10 @ 8:30 上午
结束:
6月 11 @ 4:30 下午
活动 Categories:
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地点

Shanghai
China

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