Customer Experience (CX) Management Fundamentals

Customer Experience (CX) Management Fundamentals, available at $49.99, has an average rating of 4.5, with 11 lectures, based on 201 reviews, and has 780 subscribers.

You will learn about Definitions of customer experience Creating a customer experience strategy Understanding customers' needs and expectations Creating customer experience culture in the organizations Managing customer channels Customer journey design and mapping Creating emotional customer experiences Measuring customer experience management Complaint Management This course is ideal for individuals who are Customer experience professionals or Customer experience responsibles in agile teams or Sales professionals or Marketing professionals or Customer service managers or Customer service representatives or Employee experience responsibles in HR teams or Product and service designers It is particularly useful for Customer experience professionals or Customer experience responsibles in agile teams or Sales professionals or Marketing professionals or Customer service managers or Customer service representatives or Employee experience responsibles in HR teams or Product and service designers.

Enroll now: Customer Experience (CX) Management Fundamentals

Summary

Title: Customer Experience (CX) Management Fundamentals

Price: $49.99

Average Rating: 4.5

Number of Lectures: 11

Number of Published Lectures: 11

Number of Curriculum Items: 14

Number of Published Curriculum Objects: 14

Original Price: $24.99

Quality Status: approved

Status: Live

What You Will Learn

Definitions of customer experience
Creating a customer experience strategy
Understanding customers' needs and expectations
Creating customer experience culture in the organizations
Managing customer channels
Customer journey design and mapping
Creating emotional customer experiences
Measuring customer experience management
Complaint Management

Who Should Attend

Customer experience professionals
Customer experience responsibles in agile teams
Sales professionals
Marketing professionals
Customer service managers
Customer service representatives
Employee experience responsibles in HR teams
Product and service designers

Target Audiences

Customer experience professionals
Customer experience responsibles in agile teams
Sales professionals
Marketing professionals
Customer service managers
Customer service representatives
Employee experience responsibles in HR teams
Product and service designers

In this course you’ll learn how to manage customer experience in organizations. We’ll start with the definitions of customer experience and experience management. You’ll learn how to create customer experience strategy and important points. Then we’ll go through the 4 steps of customer experience management: Creating Customer Centric Culture, Understanding Customers’. Expectations, Channel Management and Emotional Experience. We’ll go deeper to Customer Journey Mapping in one video. Also you’ll reach customer journey mapping templates.

We’ll focus two more important topics of customer experience management. These are complaint management and experience measurement. In these sections you’ll learn how to manage customer complaints, how you should solve them and details of service recovery process. You can’t manage if you don’t measure. In measurement section, you’ll learn key customer experience measurement metrics such as Net Promoter Score (NPS), Customer Satisfaction Score (CSAT) and Customer Effort Score (CES). Also you’ll be aware of some operational metrics that effect customer experience. We’ll finish the course with next steps and future of experience management. You’ll find templates, exercises and additional readings in the course.

If you’re working for customer experience, customer service, sales, marketing departments or you’re running a startup, this course will help you to understand your customers and learn how you should design and manage their experiences. Not only you’ll see the definitions and explanations, but also you’ll able to see best practices from all around the world too.

Course Curriculum

Chapter 1: Introduction to Customer Experience Management

Lecture 1: Introduction

Lecture 2: The Definition of Customer Experience

Chapter 2: Managing Customer Experience

Lecture 1: Customer Experience Strategy

Lecture 2: Creating Customer Centric Culture

Lecture 3: Understanding Customers and Insights

Lecture 4: Channel Management

Chapter 3: Designing Experience

Lecture 1: Customer Journey Design and Mapping

Lecture 2: Emotional Experience

Chapter 4: Complaint Management

Lecture 1: Complaint Management

Chapter 5: Customer Experience Measurement

Lecture 1: Customer Experience Measurement

Chapter 6: What's Next?

Lecture 1: Future of Customer Experience Management

Instructors

Gokhan Kara
Customer Experience Trainer & Consultant

Rating Distribution

1 stars: 2 votes
2 stars: 5 votes
3 stars: 28 votes
4 stars: 56 votes
5 stars: 110 votes

Frequently Asked Questions

How long do I have access to the course materials?

You can view and review the lecture materials indefinitely, like an on-demand channel.

Can I take my courses with me wherever I go?

Definitely! If you have an internet connection, courses on Udemy are available on any device at any time. If you don’t have an internet connection, some instructors also let their students download course lectures. That’s up to the instructor though, so make sure you get on their good side!

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