Customer Experience Management For Business

How to improve your customer experience and build steps for quick and effective resolution

4.00 (9 reviews)
Udemy
platform
English
language
Sales
category
instructor
26
students
2 hours
content
Oct 2023
last update
$27.99
regular price

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

Description

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.


Content

Introduction

Introduction
Introduction to customer experience management
Gains for companies practicing customer experience management

How To Create Customer Experience Strategy

Understand your audience and create your personas
Analyze the business mission, vision, and processes
Eliminate bad design early in the game / attend customer needs and feedback loop
Research your competitors and create goals and objectives
Incorporate a measurable brand personality
Replace marketing with customer service
Make use of right technology and tools

How To Measure Customer Experience

Calculate the net promoter score
Analyze customer journey analytics
Conduct customer surveys
Determine customer churn rate
Interpret customer support ticket trends / measure customer satisfaction scores

Techniques To Improve Customer Experience

Build an omnichannel plan for better customer experience
Deliver superior customer service
Leverage the power of artificial intelligence
Take social proof seriously to improve customer experience
Engage with your customers across their lifecycle
Empower your team to go an extra mile / implement customer loyalty program
Optimize your customer journey / build a customer centric culture

How To Build A Multi - Skilled Customer experience Team

Problem solving skills / design skills
Change management skills / communication skills
Relationship building skills / leadership skills

The Steps To Effective Customer Experience Management

Establish awareness
Gain visibility
Align marketing initiatives
Optimize processes

Screenshots

Customer Experience Management For Business - Screenshot_01Customer Experience Management For Business - Screenshot_02Customer Experience Management For Business - Screenshot_03Customer Experience Management For Business - Screenshot_04

Reviews

Timber
June 16, 2022
Given the customer service the right experience is central to the success of the customer journey because they can deliver to the admiration of the customers.
Obeng
March 21, 2022
The customer experience is the fundamental to the success of the business but understanding the customer means that giving the customer what they want and the ability of management to resolve issues quickly.
Sara
March 18, 2022
I was expecting something more practical. The instructor is reading, there're no practical examples or an dynamic interaction with the audience. It was disappointed
Voluntas
February 16, 2022
The rate at which customers are living the company shows that something is not working well, its the responsibility of the company to ensure that their customer service conduct survey to find out the real cause and find solution for it.
Kaprim
February 12, 2022
The experience of any organization from customers registers in the minds of the customers and is being judge, the responsibility is placed on the company staff to ensure that in all things customers are very happy.
Bokuyu
December 15, 2021
your audience are an assets to the organization and they must be treated with care and diligence, you can know you target audience more by getting closer to them and really asking them what they want, this will help you to position the business to meet the needs of the customers.
Popoyus
May 2, 2021
I have learnt that to do a good custmer experience management one need to understand his customers and develop an experience program that will fit the need and the expectations of the customer.

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3936138
udemy ID
3/24/2021
course created date
4/18/2021
course indexed date
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