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Course topic:
Leadership and Management, Public Relations, Customer Service and Hospitality Management
Format availability:
In-Person
Duration:
5 Days
Introduction to the course
Today's saturated market demands businesses to provide an exceptional customer experience, acting as a key differentiator amid competition. The 5-day Customer Experience Management training course is designed to instil in participants the required knowledge and skills to create top-notch customer experiences. This comprehensive training course provides the tools to set your business apart and exceed customer expectations.
This Customer Experience Management training course offers practical experience with various customer experience strategies, such as customer surveys, customer personas, and feedback analysis. It emphasizes best practices in customer experience management, including integrating customer feedback into business strategies and creating a customer-focused organizational culture. Upon completion, participants will be well-equipped to foster customer loyalty, advocacy, and business growth through exceptional customer experiences and unique customer-centric strategies.
Course details
- Clarify and grasp the essential aspects of Customer Experience Management (CEM)
- Review the influence of CX on business goals and financial results
- Pinpoint and chart customer interaction paths across all points of contact
- Construct and execute CX tactics that are consistent with your corporate identity and customer requirements
- Recognize and apply varied customer research techniques to collect practical insights
- Cultivate an organizational culture that prioritizes customer focus
This Customer Experience (CX) Management course caters to professionals who improve customer experience, including marketing and sales, customer service, product, operations, HR and business leaders.
This Customer Experience Management training course is of particular benefit to:
- Customer Service Representatives
- Sales and Marketing Professionals
- Product Managers
- Customer Experience Managers
- Operations Managers
- HR Professionals
- Business Leaders
- Technical Support Specialists
- Finance and Accounting Teams
- Delivery Personnel
Agenda
- Introduction to CEM and its importance in today's business landscape
- The power of customer-centricity and its impact on business success
- Identifying customer touchpoints and mapping customer journeys
- Customer research methods: surveys, interviews, focus groups, social media analysis
- Building a customer-centric strategy aligned with business goals
- Setting CX metrics and KPIs for measuring success
- Designing and Implementing Exceptional Customer Journeys
- Customer journey mapping: identifying touchpoints, emotions, and pain points
- Designing customer journeys for positive experience at every touchpoint
- Communication and Customer Engagement Strategies
- Building effective communication strategies for a multi-channel world
- Measuring and Improving Customer Experience
Frequently Asked Questions
There are no prerequisites. Our courses are open to students of all backgrounds who are 18 years of age and older. All courses are conducted in English. Video lectures include English subtitles and the option to slow-down, pause, or replay lectures for better retention. Discussion boards are a critical component of each of our courses; therefore, we suggest students have a conversational knowledge of English when pursuing a Certificate of Completion. For any of the art writing courses, students need to be 100% proficient in written English.
You should have an up-to-date web browser such as: Chrome, Safari, Firefox, or Internet Explorer. For more detailed information, please see the guides for supported browsers and basic computer specifications. Our Online Courses can be accessed on a mobile or tablet device, although we strongly encourage you to have access to a desktop or laptop computer and reliable internet connection for certain course components. Former students have told us it is easiest to read discussion threads and complete written assignments on a laptop or desktop computer.
Registration is available on our website. Just follow these simple steps: Click the “Apply Now” button in the top right corner of your screen. Select “Online Courses.” Choose your course(s). You will be asked for basic contact information and your credit card payment. We require full payment at the time of registration and all tuition is billed in US dollars. Be sure to check with your bank or credit card company, as your financial institution may charge a foreign transaction fee.
Our classes are kept small, at no more than 30 students, to better facilitate and encourage personalized interaction with the instructor and fellow participants. Your classmates come from all over the globe and contribute their global perspectives and experience. Some are currently working within the arts while others are just beginning. All classmates share in their passion for the art world.
It is recommended that you begin your course promptly. If you do need to start the course a few days late, contact your instructor as soon as possible after the course has opened to discuss your options. Registration closes on the Friday after the course begins.
Enroll now
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Course customization available
Course customization available
This training course is available to be conducted at your own pace & at your own time. Request for a quotation now and our training advisor will contact you shortly
