[GET] Udemy - Customer Experience Management Essentials

Customer Experience Management Essentials

Learn How To Measure And Improve Customer Loyalty 

 

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.

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 CURRICULUM

    SECTION 1:
    Introduction
    1
    Introduction
    02:53
    2
    Definitions
    02:54
    3
    The 4 Experience C's
    07:37
    4
    Introduction
    4 questions
    SECTION 2:
    Building the Customer Journey
    5
    Understanding Needs
    10:12
    6
    Creating Personas
    07:29
    7
    Touch Points
    11:53
    8
    The Decision Journey
    09:44
    9
    The Customer Journey Map
    14:00
    10
    Building the Customer Journey
    7 questions
    SECTION 3:
    Measurement
    11
    Introduction to Measurement
    09:33
    12
    Net Promoter Score
    09:38
    13
    Key Driver Analysis
    04:29
    14
    The Apostle Model
    06:27
    15
    Employee Satisfaction
    06:41
    16
    The Tool
    Upcoming
    17
    Measurement
    9 questions
    SECTION 4:
    Improvement
    18
    Customer Relevancy Model
    03:14
    19
    Peak-end Rule
    04:26
    20
    Variable Reinforcement
    04:12
    21
    Flow
    03:05
    22
    Your Website
    04:57
    23
    Email
    03:44
    24
    Social Media
    17:47
    25
    Review Websites
    13:12
    26
    Improving Touch Points
    8 questions
    SECTION 5:
    Internal Selling
    27
    Internal Selling
    15:51
    28
    Internal Education
    08:48
    SECTION 6:
    Two more things
    29
    Case Studies
    21:47
    30
    The Future
    08:36
    SECTION 7:
    Supplementary Material
    31
    Literature List