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Customer Experience Management Training | Improve Customer Satisfaction
Customer Experience Management

Customer Experience Management

Why Is CXM Important and What Is the Goal of this Training?
Customer Experience Management has become a growing trend over the last 10 years and its importance increases day by day. The most important reason for this is that companies feel the need to differentiate themselves, because today, the features and qualities of competing products have started to be very similar to each other, and at this point, Customer Experience Management has become a very important tool in terms of differentiating yourself from your competitors and gaining competitive advantage. By prioritizing your customers' experiences and making today's technology more efficient for this, you can create profitable scenarios for both yourself and your customers.

Basic steps to be taken for Customer Experience:
  • Understanding customers and their requests better,
  • Developing retention strategies by strengthening customer loyalty,
  • Developing and maintaining competitive advantage,
  • Measuring the success of initiatives and evaluating feedback efficiently
This training aims to implement Customer Experience Management correctly and effectively and to transform it into a tool that will provide competitive advantage.

Training Style
  • The selected cases and examples are compiled from real events that Uğurlu has personally encountered or observed throughout his 30-year business career.
  • The focus is primarily on practical and everyday business scenarios that participants may encounter.
  • The cases/examples are adapted to the sector of the related company that will get the training.
Duration of Training and Number of Participants
  • The training is provided in 4 modules and the training duration of each module is 1 day.
  • It is recommended to take Module 1 and Module 2 trainings together.
  • Modules can be modified according to the needs of the companies.
  • In order to ensure the quality and effectiveness of the training, the number of participants should not exceed 20 people.

Preliminary
  • General Information About the Company and Its Sector
  • Company Position in the Market and Comparison Data, Especially About Performance and Applications
  • Information about the most frequently received requests and complaints from customers

Module 1: What is the “CXM” Concept and How to Achieve and Maintain “Customer Loyalty” Within the Framework of This Concept?

Module 2: To raise awareness on how the meaning of Customer and Complaint has changed through the eyes of “CXM” and to increase Customer Complaint Management Competence accordingly.

Module 3: How to review existing applications and processes, identify deficiencies and needs, and create changes/new processes with the "CXM" approach in practice?

Module 4: Increasing competence on how to measure satisfaction from a "Customer Experience" perspective, which tools should be used at which stages, and how to effectively monitor the results.

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Müge Doğanay
Operations Project Manager, HR Management

“Don't miss Gökhan Uğurlu's mentorship! Effective Management and Leadership Training was a turning point in my career. During the training, Gökhan Hocam helped me gain valuable information both theoretically and practically with his vast expertise in the field, impressive narration and real-life examples. Participating in the training with him makes you feel like you are experiencing a mutual mentoring process. I found myself constantly developing and getting stronger throughout the training process. I wholeheartedly recommend this training to anyone considering it.”

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Fatma Karabıyık
Subsidiaries Operations and Finance Manager

“Mr. Gökhan Uğurlu, I would like to share my certificate with your permission with the honor and happiness of receiving this magnificent training from you. Thank you very much for sharing all your experiences with us and for the awareness you have added to both our business and private lives. I am so glad you exist and I am so glad that our paths crossed again, I send my respect and love with the hope of beautiful projects where we can be together again.”

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Meryem Kocabay
Digital Marketing Manager

“You Inspired, Not Educated! My esteemed teacher Gökhan, I attended the “Effective Management and Leadership” training I received from you thinking only about my career, but I apply what you taught me in every aspect of my life. Now I know that everything is about management and I feel that there will be no difficulty that I cannot manage. You inspired, not educated us! You mentored and gave me self-confidence. We hope to see your book on the shelves as soon as possible.”

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Büşra Yazıcı
Founding Partner

“I would like to thank my dear teacher Gökhan Uğurlu for this beautiful and productive training. It was a training that took us one step further. It allowed us to see a different perspective thanks to the techniques we can apply both at work and in daily life.”

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Mehmet Ali Gezkaya
Blue.cloud, Software Engineer

“I am happy to share that I have earned a certificate by completing the Effective Management and Leadership training given by Mr. Gökhan Uğurlu. I would like to thank Mr. Gökhan Uğurlu again for giving us this wonderful training by taking his valuable time.”

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Derya Cantutan
Azersun Holding, Marketing Director

“We attended the Leadership training together with the management team at Azersun, I have had different leadership trainings so far, the summary of this training for me is that it is to the point and has a clear perspective. When it is a training that is all fed by real experiences, it becomes an enjoyable training with fluent storytelling. Thanks again to our trainer Gökhan Uğurlu for sharing all your experiences effectively.”

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Mursal Mursalli
HR Recruiting Specialist

“Participating in the coordination of the “Effective Management and Leadership Training” training organized for our managers working within the holding provided the opportunity to fully participate in the training. I would like to thank Mr. Gökhan Uğurlu again for sharing his excellent experiences.”

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Bahar Ekmekci
SunExpress, Cabin Chief

“It was a very enjoyable and fluent training. I think that they have made great contributions to my profession and personal development. I would like to thank Gokhan Bey for his extraordinary and interesting presentation and sincere sharing.”

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Yasemin Yavuz
After Sales Services Manager

“It was nice to benefit from your experiences, it was a very productive conversation that I never got tired of listening to, thank you.”

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Aysu Özdöl
Turkish Airlines, Customer Satisfaction Management Specialist

“We would like to thank our teacher Gökhan Uğurlu for his valuable contributions and bringing us together with this useful and efficient training. In the light of the information you have taught us, we will continue to write completely different stories in our journey of experience with our customers.”

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Ahmet Ertürk
ÜNTES, After Sales Services Supervisor

“Thank you very much for raising awareness for me and my friends. It was very enjoyable, see you again.”

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Evrim Görkem
Alarko Carrier Service, Deputy Manager

“Thank you for your efforts, it was a very nice and productive training.”

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Hatice Acar
Mepaş Enerji, Customer Experience Specialist

“A nice certificate of achievement after a nice training. I would like to thank our teacher Gökhan Uğurlu for his support in customer experience management.”

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Cem Ozan Ocak
Vestel, Customer Experience Specialist

“It was an educational and entertaining training that made you look at things from different perspectives. Thank you, teacher Gökhan Uğurlu.”

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Mustafa Şenyel
Metallurgical and Materials Engineer

“It was really enjoyable to receive this training in which our teacher Gökhan Uğurlu shared his knowledge and experiences. Thank you again for 5 full weeks.”

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Doğa Alever
Co Founder, Radyum

“I am happy to complete the training provided by our teacher Gökhan Uğurlu. I would also like to thank him for the perspective he provided us.”

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Okan Çil
Experience Management Professional - Project Manager

“The satisfaction and trust that our teacher Gökhan Uğurlu has given us with this wonderful training, crowned with his valuable experience and knowledge, is priceless. Thank you very much.”

circle_right WHAT DID THEY SAY?

Participant Comments

circle_right WHAT DID THEY SAY?

Participant Comments

img
Müge Doğanay
Operations Project Manager, HR Management

“Don't miss Gökhan Uğurlu's mentorship! Effective Management and Leadership Training was a turning point in my career. During the training, Gökhan Hocam helped me gain valuable information both theoretically and practically with his vast expertise in the field, impressive narration and real-life examples. Participating in the training with him makes you feel like you are experiencing a mutual mentoring process. I found myself constantly developing and getting stronger throughout the training process. I wholeheartedly recommend this training to anyone considering it.”

img
Fatma Karabıyık
Subsidiaries Operations and Finance Manager

“Mr. Gökhan Uğurlu, I would like to share my certificate with your permission with the honor and happiness of receiving this magnificent training from you. Thank you very much for sharing all your experiences with us and for the awareness you have added to both our business and private lives. I am so glad you exist and I am so glad that our paths crossed again, I send my respect and love with the hope of beautiful projects where we can be together again.”

img
Meryem Kocabay
Digital Marketing Manager

“You Inspired, Not Educated! My esteemed teacher Gökhan, I attended the “Effective Management and Leadership” training I received from you thinking only about my career, but I apply what you taught me in every aspect of my life. Now I know that everything is about management and I feel that there will be no difficulty that I cannot manage. You inspired, not educated us! You mentored and gave me self-confidence. We hope to see your book on the shelves as soon as possible.”

img
Büşra Yazıcı
Founding Partner

“I would like to thank my dear teacher Gökhan Uğurlu for this beautiful and productive training. It was a training that took us one step further. It allowed us to see a different perspective thanks to the techniques we can apply both at work and in daily life.”

img
Mehmet Ali Gezkaya
Blue.cloud, Software Engineer

“I am happy to share that I have earned a certificate by completing the Effective Management and Leadership training given by Mr. Gökhan Uğurlu. I would like to thank Mr. Gökhan Uğurlu again for giving us this wonderful training by taking his valuable time.”

img
Derya Cantutan
Azersun Holding, Marketing Director

“We attended the Leadership training together with the management team at Azersun, I have had different leadership trainings so far, the summary of this training for me is that it is to the point and has a clear perspective. When it is a training that is all fed by real experiences, it becomes an enjoyable training with fluent storytelling. Thanks again to our trainer Gökhan Uğurlu for sharing all your experiences effectively.”

img
Mursal Mursalli
HR Recruiting Specialist

“Participating in the coordination of the “Effective Management and Leadership Training” training organized for our managers working within the holding provided the opportunity to fully participate in the training. I would like to thank Mr. Gökhan Uğurlu again for sharing his excellent experiences.”

img
Bahar Ekmekci
SunExpress, Cabin Chief

“It was a very enjoyable and fluent training. I think that they have made great contributions to my profession and personal development. I would like to thank Gokhan Bey for his extraordinary and interesting presentation and sincere sharing.”

img
Yasemin Yavuz
After Sales Services Manager

“It was nice to benefit from your experiences, it was a very productive conversation that I never got tired of listening to, thank you.”

img
Aysu Özdöl
Turkish Airlines, Customer Satisfaction Management Specialist

“We would like to thank our teacher Gökhan Uğurlu for his valuable contributions and bringing us together with this useful and efficient training. In the light of the information you have taught us, we will continue to write completely different stories in our journey of experience with our customers.”

img
Ahmet Ertürk
ÜNTES, After Sales Services Supervisor

“Thank you very much for raising awareness for me and my friends. It was very enjoyable, see you again.”

img
Evrim Görkem
Alarko Carrier Service, Deputy Manager

“Thank you for your efforts, it was a very nice and productive training.”

img
Hatice Acar
Mepaş Enerji, Customer Experience Specialist

“A nice certificate of achievement after a nice training. I would like to thank our teacher Gökhan Uğurlu for his support in customer experience management.”

img
Cem Ozan Ocak
Vestel, Customer Experience Specialist

“It was an educational and entertaining training that made you look at things from different perspectives. Thank you, teacher Gökhan Uğurlu.”

img
Mustafa Şenyel
Metallurgical and Materials Engineer

“It was really enjoyable to receive this training in which our teacher Gökhan Uğurlu shared his knowledge and experiences. Thank you again for 5 full weeks.”

img
Doğa Alever
Co Founder, Radyum

“I am happy to complete the training provided by our teacher Gökhan Uğurlu. I would also like to thank him for the perspective he provided us.”

img
Okan Çil
Experience Management Professional - Project Manager

“The satisfaction and trust that our teacher Gökhan Uğurlu has given us with this wonderful training, crowned with his valuable experience and knowledge, is priceless. Thank you very much.”

circle_right BUSINESS PARTNERS