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open enrollment training opportunities, events and speakers

Customer Experience (CX)

Month:
6/19/2017, 9:00 AM - 12:00 PM
Location: RTEC - Yankton
Contact: Wes Kelly
Register

Customer Experience

RTEC (1200 W. 21st St. Yankton, SD)

$139/person (plus sales tax)

Customer Experience, often abbreviated as CX, is the perception that customers have of their interactions with an organization. Perception is critical, because the customer experience is in the eyes of the beholder. It’s not what your company does, or what your employees think about you, it’s about how the customer thinks and feels about what you do. Customers perceive their interactions with your organization along three dimensions: 1) success (whether the customers get what they want), 2) effort (how easy or hard it is for the customer to do business with you), and 3) emotion (how their interactions with your organization make them feel). The experience that your organization delivers reflects your culture and your processes. Therefore, externally focused improvements to your product or customer experience will be short-lived if you don’t make simultaneous internal changes. This workshop will share strategies you can apply to sustain a stronger brand promise, build a team that interacts in a purposeful way with customers and one another, and create a road map to enhance your success.

Sessions in the Summer Leadership Series will be presented by Maggie Owens, MBA, SPHR, SHRM-SCP, the owner of Human Capital Consultants, LLC , in cooperation with South Dakota Manufacturing & Technology Solutions and the Regional Technical Education Center (RTEC). Owens, who specializes in Human Resources & Organizational Development Counseling, offers authentic, practical, and progressive HR leadership that fosters high character, high performance cultures to Help Companies Put People First. Put Owens’ expertise to work for your business this summer when she presents these four sessions at RTEC, located inside the Yankton School District’s Career and Manufacturing Technical Education Academy building at 1200 W. 21st St. in Yankton. Contact RTEC at (605) 668-5700 with questions!

 

**All training hours may be eligible for HR re-certification hours under HRCI and SHRM





Register2017-06-19 09:00:002017-06-19 12:00:00America/ChicagoCustomer Experience (CX) Customer Experience RTEC (1200 W. 21st St. Yankton, SD) $139/person (plus sales tax) Customer Experience, often abbreviated as CX, is the perception that customers have of their interactions with an organization. Perception is critical, because the customer experience is in the eyes of the beholder. It’s not what your company does, or what your employees think about you, it’s about how the customer thinks and feels about what you do. Customers perceive their interactions with your organization along three dimensions: 1) success (whether the customers get what they want), 2) effort (how easy or hard it is for the customer to do business with you), and 3) emotion (how their interactions with your organization make them feel). The experience that your organization delivers reflects your culture and your processes. Therefore, externally focused improvements to your product or customer experience will be short-lived if you don’t make simultaneous internal changes. This workshop will share strategies you can apply to sustain a stronger brand promise, build a team that interacts in a purposeful way with customers and one another, and create a road map to enhance your success. Sessions in the Summer Leadership Series will be presented by Maggie Owens, MBA, SPHR, SHRM-SCP, the owner of Human Capital Consultants, LLC , in cooperation with South Dakota Manufacturing & Technology Solutions and the Regional Technical Education Center (RTEC). Owens, who specializes in Human Resources & Organizational Development Counseling, offers authentic, practical, and progressive HR leadership that fosters high character, high performance cultures to Help Companies Put People First. Put Owens’ expertise to work for your business this summer when she presents these four sessions at RTEC, located inside the Yankton School District’s Career and Manufacturing Technical Education Academy building at 1200 W. 21st St. in Yankton. Contact RTEC at (605) 668-5700 with questions!   **All training hours may be eligible for HR re-certification hours under HRCI and SHRMRTEC - Yankton
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