Objective:
On successful completion of Customer Experience Management Certification Training Course, participants shall be able to:
- Understand core concepts of customer experience management and its practicality in the business arena
- Understand the relevance of customer satisfaction and customer loyalty in the growth of business
- Gain a competitive advantage in the market through the differentiated experience of customers
- Increase retention of customers hence resulting in repeat business
- Gain knowledge of best techniques and practices most suited for framing personalized experience for customers
- Connect customers emotionally to the brand
- Boost sales and thereby increasing growth of the business
- Reducing cost related to customer acquisition through increased customer retention
- Develop brand preference within the existing customer base
Content:
Understanding Basics of Customer Experience Management (CEM)
- The evolving role of customers
- What is customer experience management?
- The framework of Customer Experience Management (CEM)
- Customer experience management vs. customer relationship management
- Customer satisfaction, ACSI model
- Customer loyalty, brand loyalty
Customer Experience
- Constructs of customer experience: cognitive, affective, behavioural
- Types of customer experience
- Customer experience index
- Customer experience as part of customer centricity
- Designing customer experience
Customer Journey Mapping
- Creation of journey maps
- Identifying multiple touchpoints
- Identifying KPIs
- Omni-channel marketing
Customer Experience Research Methods
- Quantitative research methods: surveys, customer segmentation
- Qualitative research methods: interviews, observations
Customer Experience Strategy
- Understanding your customers
- Developing customer vision
- Developing customer feedback channels
- Developing emotional association with customers
- Differentiating between customer service and customer experience
- Use of analytics: Net promoter score
Role of Innovation in Customer Experience
- Use of customer experience software
- Marketing automation
- Value co-creation
- Innovation in customer loyalty programs
- Tools and technologies
Challenges in Customer Experience
- Dynamic and demanding customers
- Globalization and increased competition
- Customer experience as a differentiator
Use of Communication Channels and Social Networks in Experience Building
- Use of social media marketing
- Virtual customer environment
For Whom:
This Customer Experience Management Training Course is best suited for:
- Senior Marketing Managers/Marketing Heads
- Customer Relationship Managers/Relationship Managers
- Sales Professionals, Salesperson
- Sales Analysts
- Start-up Founders, Entrepreneurs