Customer Experience Management For Business

Customer Experience Management For Business, available at $27.99, has an average rating of 4, with 33 lectures, based on 10 reviews, and has 27 subscribers.

You will learn about How To Create Customer Experience Strategy Techniques to improve customer experience How to measure customer experience Learn how to build a multi-skilled customer experience team Learn steps to effective customer experience management This course is ideal for individuals who are everybody, students, entrepreneurs, business people, managers, companies, marketers, researchers,consultants,business moguls etc It is particularly useful for everybody, students, entrepreneurs, business people, managers, companies, marketers, researchers,consultants,business moguls etc.

Enroll now: Customer Experience Management For Business

Summary

Title: Customer Experience Management For Business

Price: $27.99

Average Rating: 4

Number of Lectures: 33

Number of Published Lectures: 33

Number of Curriculum Items: 33

Number of Published Curriculum Objects: 33

Original Price: $89.99

Quality Status: approved

Status: Live

What You Will Learn

How To Create Customer Experience Strategy
Techniques to improve customer experience
How to measure customer experience
Learn how to build a multi-skilled customer experience team
Learn steps to effective customer experience management

Who Should Attend

everybody, students, entrepreneurs, business people, managers, companies, marketers, researchers,consultants,business moguls etc

Target Audiences

everybody, students, entrepreneurs, business people, managers, companies, marketers, researchers,consultants,business moguls etc

Customer experience management is the management of customer interactions through each physical and digital touch point in order to deliver personalize experiences that drive brand loyalty and increase revenue, Brands accomplish customer experience management through a combination of software, analytics, research and data – management systems.

There are some key ways to build a customer experience strategy for your organization, before you start to develop a customer experience strategy, the customer experience lead should uncover how the brand is currently experienced by customers and what the vision is for the future, its better you get information from your stakeholders. The first step in customer experience initiative is to perform a situation analysis using qualitative and quantitative research, including in-depth customer and employee/ stakeholders interviews, surveys, web analytics data, and user studies.

Calculating the net promoter score is one of the main methods to measure customer experience. .the net promoter score is a customer satisfaction benchmark that measure how likely your customers are to recommend your business to friends. Another technique is to use analyze customer journey analytics, this will help you measure customer experience and understanding of your customers journey. It is also very important to conduct customer surveys and also determined customer churn rate.

Course Curriculum

Chapter 1: Introduction

Lecture 1: Introduction

Lecture 2: Introduction to customer experience management

Lecture 3: Gains for companies practicing customer experience management

Chapter 2: How To Write A Customer Relationship Management Plan

Lecture 1: Reconciling customer and company needs

Lecture 2: Gathering information

Lecture 3: Writing your CRM plan

Lecture 4: Improving your CRM plan

Chapter 3: How To Create Customer Experience Strategy

Lecture 1: Understand your audience and create your personas

Lecture 2: Analyze the business mission, vision, and processes

Lecture 3: Eliminate bad design early in the game / attend customer needs and feedback loop

Lecture 4: Research your competitors and create goals and objectives

Lecture 5: Incorporate a measurable brand personality

Lecture 6: Replace marketing with customer service

Lecture 7: Make use of right technology and tools

Chapter 4: How To Measure Customer Experience

Lecture 1: Calculate the net promoter score

Lecture 2: Analyze customer journey analytics

Lecture 3: Conduct customer surveys

Lecture 4: Determine customer churn rate

Lecture 5: Interpret customer support ticket trends / measure customer satisfaction scores

Chapter 5: Techniques To Improve Customer Experience

Lecture 1: Build an omnichannel plan for better customer experience

Lecture 2: Deliver superior customer service

Lecture 3: Leverage the power of artificial intelligence

Lecture 4: Take social proof seriously to improve customer experience

Lecture 5: Engage with your customers across their lifecycle

Lecture 6: Empower your team to go an extra mile / implement customer loyalty program

Lecture 7: Optimize your customer journey / build a customer centric culture

Chapter 6: How To Build A Multi – Skilled Customer experience Team

Lecture 1: Problem solving skills / design skills

Lecture 2: Change management skills / communication skills

Lecture 3: Relationship building skills / leadership skills

Chapter 7: The Steps To Effective Customer Experience Management

Lecture 1: Establish awareness

Lecture 2: Gain visibility

Lecture 3: Align marketing initiatives

Lecture 4: Optimize processes

Instructors

Eric Yeboah
MBA/ PGDip

Rating Distribution

1 stars: 1 votes
2 stars: 1 votes
3 stars: 1 votes
4 stars: 1 votes
5 stars: 6 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!

Menu