ThinkingCX has been asked to run a workshop session for SMEs for Velocity Growth Hub and Natwest Business organised by SEMLEP on Tuesday 25th July, 10:00 to 11.30 in Luton. Attendees will leave the 50 minute session understanding the the impact of a joined-up approach to customer experience (CX) at MD level. The session is aimed at managing directors of SMEs.
Velocity is a SEMLEP Growth Hub for businesses in the South East Midlands. Velocity can assist SMEs – businesses with fewer than 250 employees and a turnover of less than €50million, and registered in the South East Midlands area.
Working with independent specialists, including ThinkingCX, Velocity provide free training and skills workshops for SMEs, in order to simplify access to business support in local areas, and help SMEs to get the right support when they need it. Velocity Growth Hub is part-funded through the European Regional Development Fund.
"This session on Customer Experience Strategy (CX) will introduce you to how the journey maps together and what customer needs you must address at each stage. As a group we will look at how you can take action to bring out the benefits of your business to your customers. I look forward to meeting you on the 25th July" Sandra Dartnell, Director ThinkingCX
When was the last time you took a look at your complete customer journey? It’s business critical to know it and have a constant mental model of it in your head.
This session on Customer Experience Strategy (CX) will introduce you to how the journey maps together and what customer needs you must address at each stage. As a group we will look at how you can take action to bring out the benefits of your business to your customers.
[updated with further reading list based on presentation sources and influences
Experience Design, A Framework for Integrating Brand, Experience, and Value, Excerpt from Section II: Tools and Frameworks Chapter 7: Customer Journey Framework, Patrick Newbery & Kevin Farnham.
Contagious Why things Catch on, Jonah Berger.
Agile Experience Design, Lindsay Ratcliffe & Marc McNeill.
Where Good Ideas Come From, Steven Johnson.
Living with Complexity, Donald A. Norman.
Universal Principles of Design, William Lidwell, Kritina Holden, Jill Butler.
ThinkingCX helps organisations and businesses communicate value to customers. At this session Sandra Dartnell of Thinking CX will help you bring ideas, clarity and focus to your business. Our Needs. Benefits. Actions. approach (NBA) will start you on the path to creating business value.
ThinkingCX works directly with decision makers and business owners to examine their customer experience and help them communicate the value of their business.
Sandra Dartnell, Director of ThinkingCX has a background at leading digital, design and branding agencies stretching back to 1999. She has extensive experience of enabling clients to deliver joined-up brand and marketing programmes and is an expert in customer-focused design and communication strategy.
Qualifications and training
Projects led by Sandra have been recognised by leading design and marketing awards from D&AD, BIMA, Design Week, The Marketing Society and Coolbrands® . ThinkingCX was shortlisted in the category of Supply Chain Champion - Best B2B Business at The Small Awards 2017.
Sandra Dartnell, Director ThinkingCX
Helping you communicate your value to customers