Requirements

• For a better learning experience
• we suggest you to use a laptop / mobile phone / pen and paper for taking notes
• highlighting important points
• and making summaries to reinforce your learning.

Description

Who this course is for:

• No special requirements. A course for anyone who wants to build career in marketing and business
• Customer experience (CX) is the overall impression customers have of your brand throughout their interactions with your business. It encompasses everything from the initial marketing message to the post-purchase support they receive. Think of it as the customer journey
• and CX is all the touchpoints along the way that shape their perception.
• Key Areas of CX Customer touchpoints: Every interaction a customer has with your brand
• like websites
• social media
• advertising
• in-store experience
• and customer service. Customer journey: Mapping out the steps a customer takes to interact with your brand
• from awareness to purchase and beyond. Customer satisfaction: How happy customers are with your product or service. Customer loyalty: How likely customers are to return and recommend your brand to others.
• CX Frameworks Frameworks provide a structured approach to improving CX. Here are two common ones: Customer Experience Journey Map: A visual representation of the customer journey
• identifying touchpoints and opportunities for improvement. Five Service Dimensions: A framework that focuses on five key aspects of service quality: reliability
• responsiveness
• assurance
• empathy
• and tangibles.
• "Why Learning CXM is Important for Companies: Improved Customer Satisfaction and Loyalty: CXM focuses on understanding and meeting customer needs
• leading to increased satisfaction and a higher likelihood of repeat business. Enhanced Brand Reputation: Positive customer experiences contribute to a strong brand reputation
• attracting new customers and retaining existing ones. Increased Revenue and Profitability: Satisfied customers are more likely to spend more
• refer others
• and remain loyal
• all of which contribute to revenue growth. Competitive Advantage: In todays crowded marketplace
• exceptional customer experience can be a key differentiator
• setting a company apart from its competitors. Reduced Costs: Resolving customer issues proactively and efficiently can reduce the cost of customer service and support."
• "Why Learning CXM is Important for Building a Career as a Manager: In-demand Skill: CXM is a highly sought-after skill in todays business world
• as companies increasingly recognize its importance. Career Advancement: Expertise in CXM can open doors to various managerial roles
• such as Customer Experience Manager
• Customer Success Manager
• or Marketing Manager. Problem-solving Skills: CXM involves identifying and addressing customer pain points
• which enhances problem-solving and analytical skills. Leadership Development: Managing customer experience initiatives requires strong leadership
• communication
• and collaboration skills. Cross-functional Collaboration: CXM often involves working with multiple departments
• providing managers with exposure to different areas of the business."
• Course Objectives and Structure Understand the fundamentals of Customer Experience Management (CX). Explore key CX principles and concepts. Delve into high-level frameworks and specific strategies for enhancing customer experience.
• Concept and Importance of customer experience Customer Experience (CX) manages all customer interactions for positive experiences. CX differentiates brands
• builds loyalty
• and drives growth in competitive markets.
• Key Principles and Concepts of CX Personalisation Consistency Empathy Accessibility