Customer Experience Management (CX): MASTERCLASS 2024

Customer Experience Management (CX): MASTERCLASS 2024, available at $99.99, has an average rating of 4.18, with 158 lectures, 23 quizzes, based on 4147 reviews, and has 18113 subscribers.

You will learn about *** NEW *** Case Study 1 : An incredible discussion with the largest employee-owned company in the USA. *** NEW *** Case Study 2 : An In-Depth insight into one of the top 5 Forbes Magazine “Customer Experience All-Stars” My take on Transformational Customer Experience. It is all about YOU, THEM, and the ability to build human connections. ChatGPT, Artificial Intelligence & Customer Experience. The POTENTIAL IS ENORMOUS! Learn how you can use this technology to advance your business! Customer Experience Management on Steroids! This course has a Guide/Cheat Sheet for busy professionals. Get the most important information in just 30 minutes! This course shares REAL LIFE STRATEGIES that will inspire you to BUILD FANTASTIC CUSTOMER EXPERIENCES, and focus on where it really matters! Designed by a very experienced client services executive, who knows firsthand how to successfully manage clients and their journey. Discover the Top 10 CUSTOMER EXPERIENCE (CX) STRATEGIES that you need to focus in 2024. Enroll in this course and learn why it is crucial for your business to design a CLIENT-CENTRIC CULTURE. Find out why BAD CUSTOMER SERVICE = BAD BUSINESS! Find out who is YOUR MOST IMPORTANT CLIENT … it is NOT who you think! Learn the BEST STRATEGIES to manage a client service department…because it DOES matter! INSIGHTS AND REAL LIFE EXAMPLES from running an extremely successful client services department. A wealth of RESOURCES to help you when you design the client journey. This course is ideal for individuals who are CEOs, client and sales executives, client success professionals, entrepreneurs, and anyone else who truly cares for clients and want to build outstanding client experiences. It is particularly useful for CEOs, client and sales executives, client success professionals, entrepreneurs, and anyone else who truly cares for clients and want to build outstanding client experiences.

Enroll now: Customer Experience Management (CX): MASTERCLASS 2024

Summary

Title: Customer Experience Management (CX): MASTERCLASS 2024

Price: $99.99

Average Rating: 4.18

Number of Lectures: 158

Number of Quizzes: 23

Number of Published Lectures: 157

Number of Published Quizzes: 23

Number of Curriculum Items: 181

Number of Published Curriculum Objects: 180

Original Price: $199.99

Quality Status: approved

Status: Live

What You Will Learn

*** NEW *** Case Study 1 : An incredible discussion with the largest employee-owned company in the USA.
*** NEW *** Case Study 2 : An In-Depth insight into one of the top 5 Forbes Magazine “Customer Experience All-Stars”
My take on Transformational Customer Experience. It is all about YOU, THEM, and the ability to build human connections.
ChatGPT, Artificial Intelligence & Customer Experience. The POTENTIAL IS ENORMOUS! Learn how you can use this technology to advance your business!
Customer Experience Management on Steroids! This course has a Guide/Cheat Sheet for busy professionals. Get the most important information in just 30 minutes!
This course shares REAL LIFE STRATEGIES that will inspire you to BUILD FANTASTIC CUSTOMER EXPERIENCES, and focus on where it really matters!
Designed by a very experienced client services executive, who knows firsthand how to successfully manage clients and their journey.
Discover the Top 10 CUSTOMER EXPERIENCE (CX) STRATEGIES that you need to focus in 2024.
Enroll in this course and learn why it is crucial for your business to design a CLIENT-CENTRIC CULTURE.
Find out why BAD CUSTOMER SERVICE = BAD BUSINESS!
Find out who is YOUR MOST IMPORTANT CLIENT … it is NOT who you think!
Learn the BEST STRATEGIES to manage a client service department…because it DOES matter!
INSIGHTS AND REAL LIFE EXAMPLES from running an extremely successful client services department.
A wealth of RESOURCES to help you when you design the client journey.

Who Should Attend

CEOs, client and sales executives, client success professionals, entrepreneurs, and anyone else who truly cares for clients and want to build outstanding client experiences.

Target Audiences

CEOs, client and sales executives, client success professionals, entrepreneurs, and anyone else who truly cares for clients and want to build outstanding client experiences.

MOST RECENT UPDATES:

JULY 27 2024

It took me three months to arrange this interview, but it was absolutely worth it!

I’m thrilled to share my latest update: an incredible discussion on Customer Experience Management with the largest employee-owned company in the USA.

It’s an honor and a privilege to gain insights from a Fortune 100 company, featured on Forbes’ 2024 All-Stars list for Customer Experience.

JUNE 16, 2024

Get ready for a massive update featuring an exciting case study on a leading retail giant celebrated for its outstanding customer experience and workplace culture. Learning by example and observing the best in action offers invaluable insights, and this company sets the standard. Ranked number 5 on Forbes Magazine’s prestigious “Customer Experience All-Stars” list for 2024 and named one of the top three companies to work for in Washington by Washington CEO Magazine, this industry leader is the perfect subject to study and learn from. Dive in and discover the secrets behind their success!

This amazing case study is now even more accessible and inclusive! Not only can you watch it in an engaging video format in English, but I have also made it available as a downloadable PDF in 14 different languages! Now everyone can dive into the insights, no matter where they’re from!

PAST UPDATES

Since its launch in 2019, this Customer Experience Management (CX) course has undergone several significant updates to enhance your learning journey. In past updates, I introduced engaging quizzes to deepen your understanding and transform you into a CX expert. I also added new lectures focusing on ChatGPT, an innovative AI tool, exploring its potential to revolutionize Customer Experience. Additionally, a comprehensive update in response to the Covid-19 pandemic addressed the challenges and opportunities in the post-pandemic world. These updates have equipped learners with the necessary tools and strategies to navigate and succeed in this transformed landscape.

SHOCKWAVE ALERT: A WHOPPING $3.7 TRILLION IN GLOBAL SALES HANGS BY A THREAD, IMPERILED BY POOR CUSTOMER EXPERIENCES IN 2024!

Did you know that companies around the world could lose more than $3.7 trillion every year as a result of bad customer experiences? The figure only in the USA is estimated to be $846 billion.

Customers switch from brand to brand and the companies who manage to build a loyal clientele will have a significant advantage.

The opportunity is there. Are you ready to grab it?

This course is designed by a very experienced client services executive who knows firsthand how to successfully manage clients and tactfully build their journey.

Based on real-life experiences, this course helps you focus on where it really matters as it is not always what you may think.

Enroll in this course and discover the art of a client-centric culture, find out what the top 10 customer experience (CX) strategies are, and get inspired to build outstanding client experiences!

Course Curriculum

Chapter 1: INTRODUCTION

Lecture 1: WELCOME MESSAGE

Lecture 2: ABOUT YOUR INSTRUCTOR

Lecture 3: BAD CUSTOMER EXPERIENCES IS COSTING BUSINESSES TRILLIONS

Lecture 4: COURSE MISSION

Chapter 2: 2024 UPDATE – CUSTOMER EXPERIENCE MANAGEMENT (CX) IN A NEW WORLD

Lecture 1: INTRODUCTION

Chapter 3: CUSTOMER EXPERIENCE MANAGEMENT (CX): CHEAT SHEET FOR BUSY PROFESSIONALS

Lecture 1: INTRODUCTION

Lecture 2: CUSTOMER EXPERIENCE LEADER

Lecture 3: CUSTOMER – CENTRIC APPROACH

Lecture 4: REDEFINE MISSION STATEMENT & VISION

Lecture 5: UNDERSTANDING CUSTOMERS & THEIR JOURNEYS

Lecture 6: ESTABLISH CLEAR BUSINESS GOALS

Lecture 7: CUSTOMER EXPERIENCE MEASUREMENT

Lecture 8: CUSTOMER PERSONAS

Lecture 9: CUSTOMER JOURNEY

Lecture 10: CUSTOMER JOURNEY MAPPING

Lecture 11: SIMPLE 4 STAGE-ACTION CUSTOMER JOURNEY MAP

Chapter 4: CASE STUDY 1 : INTERVIEW WITH THE LARGEST EMPLOYEE-OWNED COMPANY IN THE USA

Lecture 1: INTERVIEW WITH DWAINE STEVENS – DIRECTOR OF COMMUNITY RELATIONS AT PUBLIX

Chapter 5: CASE STUDY 2 : AN IN-DEPTH INSIGHT INTO COSTCO’S CX STRATEGY

Lecture 1: EXCITING ANNOUNCEMENT!

Lecture 2: INTRODUCTION

Lecture 3: WHAT IS COSTCO?

Lecture 4: UNIQUE BUSINESS MODEL

Chapter 6: CASE STUDY 2 : DELIVERING ON PROMISES

Lecture 1: DELIVERING ON PROMISES

Lecture 2: HARMONIZING PROMISES WITH REALITY: ACHIEVING ALIGNMENT IN DELIVERY

Chapter 7: CASE STUDY 2 : IN DEPTH ANALYSIS AND EXAMPLES

Lecture 1: EXAMPLE 1 – PROMISE OF LOW PRICES

Lecture 2: EXAMPLE 2 – PROMISE OF TAKING CARE OF THEIR EMPLOYEES

Lecture 3: EXAMPLE 3 – COMMITMENT TO HIGH QUALITY PRODUCTS

Chapter 8: CASE STUDY 2: STRATEGIES THAT ENHANCE COSTCO’S CUSTOMER EXPERIENCE

Lecture 1: MEMBERSHIP BUSINESS MODEL: ELEVATING CUSTOMER EXPERIENCE

Lecture 2: CREATING EXCITEMENT THROUGH THE POWER OF LIMITED SELECTION

Lecture 3: DEDICATION TO MAKE THE USER EXPERIENCE SEAMLESS

Lecture 4: TREASURE HUNT AND THE COSTCO EXPERIENCE

Lecture 5: INNOVATIVE STRATEGIES: COSTCO'S BLUEPRINT FOR RETAIL SUCCESS

Lecture 6: CAREFUL MANAGEMENT OF ITS COMPETITIVE ADVANTAGE

Lecture 7: COSTCO COMPETITORS

Chapter 9: CASE STUDY 2 : COSTCO CUSTOMERS

Lecture 1: CUSTOMERS LOVE COSTCO

Lecture 2: WHY COSTCO’S CUSTOMERS ARE SO LOYAL

Lecture 3: COSTO’S TARGET CUSTOMER

Lecture 4: THE WEALTHY LOVE COSTCO

Lecture 5: CUSTOMER PERSONAS

Lecture 6: CREATING CUSTOMER PERSONAS (PART 1)

Lecture 7: CREATING CUSTOMER PERSONAS (PART 2)

Lecture 8: CREATING CUSTOMER PERSONAS (PART 3)

Lecture 9: CREATING CUSTOMER PERSONAS (PART 4)

Lecture 10: CREATING CUSTOMER PERSONAS (PART 5)

Chapter 10: CASE STUDY 2 : USING SWOT ANALYSIS FOR CUSTOMER EXPERIENCE

Lecture 1: USING SWOT ANALYSIS FOR CUSTOMER EXPERIENCE

Lecture 2: SWOT ANALYSIS FOR COSTCO’S CUSTOMER EXPERIENCE

Chapter 11: CASE STUDY 2 : COSTCO CUSTOMER JOURNEY

Lecture 1: COSTCO CUSTOMER JOURNEY (EXAMPLE 1)

Lecture 2: COSTCO CUSTOMER JOURNEY (EXAMPLE 2)

Lecture 3: DETAILED IN-STORE JOURNEY

Lecture 4: STRATEGIES FOR ELEVATING THE CUSTOMER EXPERIENCE JOURNEY

Chapter 12: CASE STUDY 2: HOW TO IDENTIFY CUSTOMER PAIN POINTS FOR COSTCO

Lecture 1: HOW TO IDENTIFY CUSTOMER PAIN POINTS FOR COSTCO

Chapter 13: CASE STUDY 2 : STRATEGIC VISION FOR COSTCO

Lecture 1: STRATEGIC VISION FOR ENHANCING COSTCO'S CUSTOMER EXPERIENCE

Chapter 14: CASE STUDY 2 : KPI’s FOR COSTCO

Lecture 1: KPI’s FOR COSTCO

Chapter 15: CASE STUDY 2 : COMPREHENSIVE CUSTOMER EXPERIENCE MANAGEMENT PLAN FOR COSTCO

Lecture 1: COMPREHENSIVE CUSTOMER EXPERIENCE MANAGEMENT PLAN FOR COSTCO

Chapter 16: CASE STUDY 2 : VOICE OF THE CUSTOMER ANALYSIS FOR COSTCO

Lecture 1: VOICE OF THE CUSTOMER ANALYSIS FOR COSTCO

Chapter 17: CASE STUDY 2 : QUANTITATIVE ANALYSIS FOR COSTCO

Lecture 1: QUANTITATIVE ANALYSIS FOR COSTCO

Chapter 18: CASE STUDY 2 : QUALITATIVE ANALYSIS FOR COSTCO

Lecture 1: QUALITATIVE ANALYSIS FOR COSTCO

Chapter 19: CASE STUDY 2 : CUSTOMER FEEDBACK ANALYSIS FOR COSTCO

Lecture 1: CUSTOMER FEEDBACK ANALYSIS FOR COSTCO

Chapter 20: CASE STUDY 2 : SERVICE DESIGN FOR COSTCO

Lecture 1: SERVICE DESIGN VS CUSTOMER EXPERIENCE

Lecture 2: BENEFITS OF SERVICE DESIGN

Lecture 3: SERVICE DESIGN FOR COSTCO

Chapter 21: CASE STUDY 2 : LEVERAGING DATA ANALYTICS

Lecture 1: LEVERAGING DATA ANALYTICS

Lecture 2: DEFINE KEY METRICS

Lecture 3: DATA INTEGRATION

Lecture 4: PREDICTIVE MODELING

Chapter 22: A SIMPLE CUSTOMER EXPERIENCE (CX) EXAMPLE TO GET YOU STARTED

Lecture 1: PART 1

Lecture 2: PART 2

Chapter 23: THE BENEFITS OF DELIVERING A GREAT CX

Lecture 1: THE BENEFITS OF DELIVERING A GREAT CX

Chapter 24: BEST PRACTICES FOR CX LEADERS