Customer Care Strategy Training in Madrid, Spain

This course equips participants with the strategic mindset and practical tools required to build and implement effective customer care strategies. It emphasizes customer-centric thinking, loyalty development, customer journey mapping, and service excellence models. Participants will learn how to align customer care with business goals, create value-driven experiences, and use customer feedback to drive continuous improvement.

Course Agenda

Introduction to Customer Care Strategy

• Defining customer care in a strategic context

• Linking care to business outcomes and branding

• Understanding today’s customer expectations

Customer Segmentation and Journey Mapping

• Identifying customer segments and needs

• Mapping the customer journey: key stages and pain points

• Designing high-impact service touchpoints

Building a Customer-Centric Culture

• Empowering employees for customer ownership

• Emotional intelligence and empathy in care delivery

• Internal communication and alignment

Strategic Tools and Models

• Service blueprinting and value chain alignment

• Loyalty-building frameworks (e.g., Net Promoter Score, CLV)

• Technology enablers in customer care

Feedback Loops and Service Innovation

• Designing effective feedback channels

• Interpreting customer data and insights

• Driving improvements and innovation

Measuring Success

• Key Performance Indicators (KPIs) for customer care

• SLA management and service performance tracking

• Benchmarking and industry best practices

Strategy Implementation and Case Studies

• Developing a customer care action plan

• Reviewing real-life customer care success stories

• Capstone group project and presentations