Customer Engagement

The customer is at the heart of any B2C organisation, so understanding their wants and needs is crucial.

This course will help you understand how to identify your customers, and how their different attributes drive choices. With this knowledge, you can design products and services that match the customer need, and ideally position those in a flooded marketplace.

We’ll also explore techniques to better engage the customer throughout the design process, from consultation to co-design, to ensure you maximise connection to your customer in all that you do.

Throughout the course, theory will be explored and grounded in real life case studies.

Course content

  • Understanding your customer
  • Customer mapping
  • Communication approaches
  • The engagement continuum
  • Building loyalty
  • From awareness to advocacy
  • Understanding your community
  • Coproduction principles

Duration of course

Bitesize, half day, full day or two programmes are available. Two-day programmes allow enough time to ground the learning with your organisation.

Why Capital Academy

All programmes delivered by the Capital Academy are designed to add value to people, teams, and organisations, and can be tailored to suit your specific needs. Our trainers offer expert industry knowledge and learning support, to help you develop your own understanding and skills. They will remain available to you after the delivery of the training, as a friendly face who can deal with any follow up queries. Ongoing support is also available via our consultancy firm, Capital People, or via our law firm, Capital Law.