Customer Research Skills

Your customers have changed. Have you? Learn how to interview and survey your customers to gain deep insights into what they really want. This data is the foundation for truly understanding what motivates your customers, enabling you to effectively innovate your offer.

$5,900 team of 6-10

 

Format

Live online program

Small interactive group session

Benefit from cross industry learning and network development

 

Time commitment

6 hours training

4 hours research and project work

You will learn

  1. Introduction to customer psychology: How we think

  2. When to use qualitative and quantitative research methods

  3. Interview techniques that lead to deep insights

  4. Customer survey design

  5. Customer metrics

Learning Support

Printed workbook with templates.

Presenters

Dr Robert Dew, Program Designer

Robert is a leader in customer experience innovation, with over 15 years’ experience structuring companies for growth. He was a founder in over 40 businesses. Volvo, Nissan, BankWest, KLM Royal Dutch Airlines, Chandler Macleod, WorleyParsons, Janssen Pharmaceutical and Seek have brought Rob in to help them innovate. He is the author of ‘Customer Experience Innovation: How to get a lasting market edge’ and has taught in MBA programs at 8 universities across Europe, Asia and Australia.

Cyrus Allen, Managing Partner, Capfeather

Cyrus heads up the customer strategy and innovation consulting group, CapFeather. In his time with Strativity and CapFeather, he has run advisory projects with over 100 organisations across Australia and the Asia Pacific. Cyrus is a guest lecturer in CX at Melbourne Business School and brings a pragmatic, client-centred approach to improving business outcomes. Cyrus is a co-author on ‘Lean CX’, being published in 2021.

Sarah Daly, Director, Customer Experience Institute

Sarah has over 15 years experience growing and operating organisations in Australia, the United Kingdom, and the Philippines. She is an innovation, creativity and technology researcher, currently doing her PhD on trust and artificial intelligence. Her focus is on improving performance in organisations through better experiences.

"The course made me rethink what I knew. It challenged me to go deeper and discover more about my customer." — Elise Parups, Board Director and Consultant

"The mentoring helped me really apply the learning to my business." — Annabel Worthington, Customer Experience Manager, Wesley Mission Queensland

"Rob created a framework that helped us uncover what our clients really needed." — Grant Wallace, Director, Libertate Family Office

"Brilliant course, insightful and thought provoking." — Ashleigh Quilty, Claims Leader, RACQ