Customer Experience Management Essentials

Customer Experience Management Essentials, available at $49.99, has an average rating of 4.1, with 27 lectures, 6 quizzes, based on 325 reviews, and has 2461 subscribers.

You will learn about Over 11 practical exercises, additional documents and quizzes! By the end of this course, you will be able to create, measure and improve a customer journey for your brand or organization. Upon completing all modules, you will earn a certificate of completion. This course is ideal for individuals who are Marketers or Entrepreneurs or Students or New and experienced managers, who wish to broaden their management skills or Anyone interested in Customer Experience Management It is particularly useful for Marketers or Entrepreneurs or Students or New and experienced managers, who wish to broaden their management skills or Anyone interested in Customer Experience Management.

Enroll now: Customer Experience Management Essentials

Summary

Title: Customer Experience Management Essentials

Price: $49.99

Average Rating: 4.1

Number of Lectures: 27

Number of Quizzes: 6

Number of Published Lectures: 27

Number of Published Quizzes: 6

Number of Curriculum Items: 33

Number of Published Curriculum Objects: 33

Original Price: $24.99

Quality Status: approved

Status: Live

What You Will Learn

Over 11 practical exercises, additional documents and quizzes!
By the end of this course, you will be able to create, measure and improve a customer journey for your brand or organization.
Upon completing all modules, you will earn a certificate of completion.

Who Should Attend

Marketers
Entrepreneurs
Students
New and experienced managers, who wish to broaden their management skills
Anyone interested in Customer Experience Management

Target Audiences

Marketers
Entrepreneurs
Students
New and experienced managers, who wish to broaden their management skills
Anyone interested in Customer Experience Management

Customer Experience Management is more than just serving your customers, knowing where they buy products or what kind of brands they like. It’s about understanding your customers so completely, that your organization can deliver optimized and personalized experiences that increase customer engagement and loyalty.

In order to gain this important insight, you will need to extract data from Touch Points and channels across your entire organization. In this course we will discuss the customer journey map, which is an incredible powerful tool to indicate and improve Touch Points.

You will learn how to measure these touch points and we discuss different models to determine the right business strategy for a customer centric organization. Al through the course you will be getting practical exercises and additional documents that you can practice immediately on your current business.
This Customer Experience course is narrated by Roel Leijten, who is an experienced consultant and entrepreneur in the world of Customer Experience Management. Roel will walk you through the essentials of Customer Experience Management from beginning to end, explaining where needed the business value of this concept in a hyper-connected global marketplace.

This is not a theoretical overview, but a hands-on approach on Customer Experience Management in order to measure and improve customer loyalty.

Course Curriculum

Chapter 1: Introduction

Lecture 1: Introduction

Lecture 2: Definitions

Lecture 3: The 4 Experience C's

Chapter 2: Building the Customer Journey

Lecture 1: Understanding Needs

Lecture 2: Creating Personas

Lecture 3: Touch Points

Lecture 4: The Decision Journey

Lecture 5: The Customer Journey Map

Chapter 3: Measurement

Lecture 1: Introduction to Measurement

Lecture 2: Net Promoter Score

Lecture 3: Key Driver Analysis

Lecture 4: The Apostle Model

Lecture 5: Employee Satisfaction

Lecture 6: The Tool

Chapter 4: Improvement

Lecture 1: Customer Relevancy Model

Lecture 2: Peak-end Rule

Lecture 3: Variable Reinforcement

Lecture 4: Flow

Lecture 5: Your Website

Lecture 6: Email

Lecture 7: Social Media

Lecture 8: Review Websites

Chapter 5: Internal Selling

Lecture 1: Internal Selling

Lecture 2: Internal Education

Chapter 6: Two more things

Lecture 1: Case Studies

Lecture 2: The Future

Chapter 7: Supplementary Material

Lecture 1: Literature List

Instructors

Roel Leijten
Founder at HawQRate.com, Customer Experience Specialist

Rating Distribution

1 stars: 15 votes
2 stars: 33 votes
3 stars: 82 votes
4 stars: 104 votes
5 stars: 91 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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