HX: A Holistic Approach to Shaping the Experience of Your Clients and Employees

Clients and employees perceive your brand as they experience it. Success depends on how you manage that experience.

CX is customer experience. EX is employee experience. BX is brand experience. RX is revenue experience. GOOD NEWS: you don’t have to pick only one. In fact, it is better if you don’t. Then you never have to remember whose experience you’re looking after in any given moment. Each one benefits from your work in all the others.

HX is human experience. HX refers to the combined experience of all those you work with and how they are served by your brand, whether they are employees, customers, users, or the community. The error organizations make is to treat the resources for HX as non-renewable. Experiential resources: generosity, serving a grander purpose, passion for excellence, kindness, creativity, authenticity, a sense of humor...these are not only renewable. They are inexhaustible. They create more of themselves faithfully, every time.

  • Topics
  • Audience
  • Instructor
  • How to create decisive differences in how your clients and employees experience your brand through culture, behavior, responsiveness and excellence

  • How to identify all the contexts and media in which clients and employees interact with your brand (even the ones you never would have imagined) and transform into a highly sought-after experience

  • How to develop in all your people the skills of listening, empathy, community, and purpose so they can pay forward their experiences to clients

  • How to gather client and employee feedback regularly and then use it to genuine advantage

  • The value of authentic joy and fulfillment for employees and how it is paid forward to clients

  • Seller-Doers in Professional Services
  • SaaS Client Services Professionals
  • Project Managers
  • Human Resources Professionals
  • Marketing and Business Development Professionals
  • User Experience Professionals

Michele Rochon has had a 20-year career in marketing and business development in professional services. Rochon has worked in senior consultant roles for four global AEC firms and provided learning and workshop facilitation to dozens more, plus other industries including IT, insurance, non-profit, and government, on the topics of marketing, business development, proposal management, account strategies, interviewing, and business storytelling. Rochon has a unique approach to teaching – based on eight years of research on the effects of play on the adult learning mind in corporate settings, she integrates play and games to make the learning experience more memorable, engaging, and relevant.

Rendered Node

Course Category/Template: 

Client Service

Body: 

Clients and employees perceive your brand as they experience it. Success depends on how you manage that experience.

CX is customer experience. EX is employee experience. BX is brand experience. RX is revenue experience. GOOD NEWS: you don’t have to pick only one. In fact, it is better if you don’t. Then you never have to remember whose experience you’re looking after in any given moment. Each one benefits from your work in all the others.

HX is human experience. HX refers to the combined experience of all those you work with and how they are served by your brand, whether they are employees, customers, users, or the community. The error organizations make is to treat the resources for HX as non-renewable. Experiential resources: generosity, serving a grander purpose, passion for excellence, kindness, creativity, authenticity, a sense of humor...these are not only renewable. They are inexhaustible. They create more of themselves faithfully, every time.

In-House Option: 

Title: 

HX: A Holistic Approach to Shaping the Experience of Your Clients and Employees

Course Code: 

910

Social Widget: 

Email Reminder: 

Email Reminder Will Be Sent

Email Reminder Date: 

10days before the course start date

Speaker Bio: 

Michele Rochon has had a 20-year career in marketing and business development in professional services. Rochon has worked in senior consultant roles for four global AEC firms and provided learning and workshop facilitation to dozens more, plus other industries including IT, insurance, non-profit, and government, on the topics of marketing, business development, proposal management, account strategies, interviewing, and business storytelling. Rochon has a unique approach to teaching – based on eight years of research on the effects of play on the adult learning mind in corporate settings, she integrates play and games to make the learning experience more memorable, engaging, and relevant.

Audience: 

Seller-Doers in Professional Services
SaaS Client Services Professionals
Project Managers
Human Resources Professionals
Marketing and Business Development Professionals
User Experience Professionals

Select a session

HX: A Holistic Approach to Shaping the Experience of Your Clients and Employees (Online session)
November 24, 25, 26, 27, 2020
13:00 - 16:00
$995.00
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