Customer Experience Management
An intermediate course for people who lead or support customer experience work: build evidence-based personas and journey maps, run a voice of the customer programme, and calculate and read CSAT, NPS and CES with care. Learn to design, test and scale improvements, and to govern CX with clear ownership, a customer-focused culture and responsible use of data. It goes beyond the beginner course Customer Satisfaction and Complaint Handling, which covers individual complaints.
- Módulos
- 6
- Máximo de participantes
- 20
- Idioma
- EN
Qué suele abarcar
- 1
Foundations of Customer Experience
- What Customer Experience Is
- Why Customer Experience Matters to the Business
- How Customers Form Their Judgement
- The Customer Experience Management System
- CX Strategy and the Customer Promise
- 2
Understanding Customers and Mapping Journeys
- Personas Built on Evidence
- Customer Journey Mapping
- Building a Journey Map from Research
- Reading the Map: Pain Points and Moments That Matter
- Service Blueprinting
- 3
The Voice of the Customer Programme
- Designing a Voice of the Customer Programme
- Relationship and Transactional Surveys
- Making Sense of Customer Comments
- Closing the Loop
- Listening Through Staff and Key Accounts
- 4
Measuring Customer Experience
- Customer Satisfaction Score (CSAT)
- Net Promoter Score (NPS)
- Customer Effort Score (CES)
- Reading Scores Without Fooling Yourself
- Linking Experience Metrics to Business Results
- 5
Designing and Improving Experiences
- Prioritising Improvement Opportunities
- Designing the Future-State Experience
- Omnichannel Journeys and Self-Service
- Designing Out Effort and Failure
- Testing, Measuring and Scaling Changes
- 6
Governing and Sustaining Customer Experience
- CX Governance: Ownership and Decisions
- Building a Customer-Focused Culture
- CX Maturity and the Improvement Roadmap
- Using Customer Data Responsibly
- Putting It Together: A CX Improvement Cycle
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Customer Experience Management
6 h 24 min
Más cursos: Ventas y marketing
Otros cursos con formador de la misma área temática.
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