Date & Time
Tuesday 18th June, 2024 9:30 AM - 3:30 PM
Venue
Online
Availability
Available
Purchase
Overview
With increasing demand, growing expectations and customer satisfaction for public services continuing to fall each year, it is imperative that these services listen to their consumer base, take accountability and transform their reputation. It is essential for public sector organisations to find innovative ways to improve service delivery.
Effectively utilising customer insight can help you design and deliver services that are more relevant, responsive and respectful to service users, ensuring that they meet or exceed their standards. When organisations deliver personalised, one-to-one communications and experiences, both customers and organisations can see better outcomes.
Attend the Utilising Customer Insight to Improve Service Delivery CPD event to bring the following benefits to your organisation:
Enhance customer satisfaction, loyalty, accessibility and trust
Reduce customer churn, negative word-of-mouth and reputational damage
Improve service quality, efficiency and effectiveness
Increase innovation, adaptability and resilience
Demonstrate accountability, transparency and professionalism
Customer insight can also help you identify and address any gaps, issues or opportunities for improvement in your service delivery and communicate effectively with them.
Apply behavioral science techniques and examine evidence-based decision making, focusing on customer research and insight techniques to drive change and improve public services.
Learning objectives
Identify the information you need to create the best customer service, based on what’s in your ability to change
Identify and overcome the problems present in most research
Gain techniques to better appreciate how your customer interacts with your service
Learn how to effectively implement customer journey mapping
Learn and apply the underlying principles of behavioural science for improved service delivery
Plan the development of customer insight for your organisation and the needs of your customers
Lead Expert: Albert Hamilton
Chief Executive
CARD Group
Albert Hamilton is Chief Executive of internationally active research agency CARD Group, working with clients spanning global brands to local authorities. He has degrees in Statistics & Operational Research and in Philosophy and Psychology which he invests daily as a practicing research consultant in behavioural science, employee productivity and brand development. He has led more than 2000 research projects involving more than two million international participants, investing a wide range of qualitative, quantitative and innovative techniques. He serves as a Board Member of two charities involved with youth welfare and theatre.
Agenda
9:30 am
Login and Accessing the Online Platform
*Please note this training will run entirely via an online platform (Zoom). Specific joining instructions and guidance will be provided to registered delegates prior to the training day.
9:45 am
Chair’s Introduction & Clarification of Learning Objectives
All sessions at this training will be interactive, and attendees will have regular opportunities to pose questions to our expert trainer, engage in discussions with peers, and leave the day equipped to deliver the step-change needed to meet increased demand for service with reduced budgets.
The opening session will be an opportunity to share key challenges to ensure the training is tailored to these needs.
10:00 am
Replacing Common Customer Insight Myths and Practices
Join our expert trainer in this introductory session to:
Understand perspective taking and learning what aspects of service you can and cannot change
Transform the mind-set of public services, recognising that innovating and improving services benefits both the organisation and customer
Learn the most best research pathway to really understand what your customers want which is both cost and time effective
Learn how to innovate research methods and avoid common errors in standard research
11:00 am
Morning Break
11:20 am
Understanding What People Really Think of Your Service
This session will consider:
Understand why customer insights are more advanced than standard research
Hear how your marketing and communication is really processed by your customers
Learn how to understand different personality types and their priorities to improve service delivery
12:30 pm
Lunch Break
1:15 pm
Creating Lasting Change in Your Service
In this session you will consider how to better communicate with your customers so they know what to expect.
Learn important behavioural science concepts for communicating with your customers
Explore how some adverts can unintentionally alienate your customers – even big brands can get it wrong
Learn how to use storytelling to enhance customer trust and emotional connection
The Momentum model – the drive and drag of communicating your offer
2:15 pm
Comfort Break
2:30 pm
Customer Journey Mapping
Understand the benefits of customer journey mapping
Explore the key components of the mapping process
Identify communication touchpoints you may not have yet implemented and include them in your customers journey
Understand personas and demographics in customer journey mapping
Learn best practice and innovative ideas for conducting interviews and customer research
Learn how to produce and present qualitative data
3:15 pm
Closing Discussion Workshop: Putting Learning Into Practice
This session draws the day together to give you a plan to use to improve customer insight for better service delivery. Delegates will have the opportunity to share the different specific challenges and common issues they have faced in their organisations and share how they seek to overcome them.
Embedding customer insight into your organisation’s service design strategy
Using better data to inform both digital and verbal customer service
Customer centric service design
Creating a culture of customer satisfaction within your organisation
How to implement this in your organisation
4:00 pm
Feedback, Evaluation & Close
*Programme subject to change
Pricing
Private Sector
£445 + VAT
Voluntary Sector Rate (Large Charities - Over £1m Income)
£345 + VAT