4.19 out of 5
4.19
1791 reviews on Udemy

Customer Experience Management (CX): MASTERCLASS 2021

#1 Customer Experience Management Course. Discover The Art Of A Client-Centric Culture. Customer Journey. B2B. B2C.
Instructor:
Manos Filippou
6,675 students enrolled
English
*** NEW 2021 ***: A massive update with 54 new lectures (YES, you read it correctly, 54 NEW lectures!), and 4 hours and 20 minutes of additional training!
*** NEW 2021 ***: The pandemic changed the way we live and do business. This course provides everything you need to know about CX in this new reality.
Customer Experience Management (CX) on Steroids! This course includes a Guide/Cheat Sheet for busy professionals who do not have a lot of time, and want to acquire the most important information about Customer Experience (CX) with the least effort possible! In just 30 minutes learn everything you need to know about CX!
This course shares REAL LIFE STRATEGIES that will inspire you to BUILD FANTASTIC CUSTOMER EXPERIENCES, and focus on where it really matters!
Designed by a very experienced client services executive, who knows firsthand how to successfully manage clients and their journey.
Discover the Top 10 CUSTOMER EXPERIENCE (CX) STRATEGIES that you need to focus in 2021.
Enroll in this course and learn why it is crucial for your business to design a CLIENT-CENTRIC CULTURE.
Find out why BAD CUSTOMER SERVICE = BAD BUSINESS!
Find out who is YOUR MOST IMPORTANT CLIENT ... it is NOT who you think!
Learn the BEST STRATEGIES to manage a client service department...because it DOES matter!
INSIGHTS AND REAL LIFE EXAMPLES from running an extremely successful client services department.
A wealth of RESOURCES to help you when you design the client journey.

*** New 2021 Update ***

The Covid-19 pandemic has caused major changes in our society and the business world. While this course has been very successful and recently has been selected by Udemy for Business – a huge honor and major accomplishment – I felt that it didn’t capture the new reality, the challenges but also the opportunities.

After very careful consideration, I decided to make a MASSIVE UPDATE that will help you navigate your CX initiatives in this new reality. Practically we live in a new world and it is not expected that things will go back to the way they were. When companies are closing doors one after the other, then it is a priority to take a brand-new approach and adjust. Fast!

This course provides everything you need to know about CX in this new reality. This massive update includes 54 new lectures (YES, you read it correctly, 54 NEW lectures!), and 4 hours and 20 minutes of additional training!

***************************

75 billion dollars a year up for grabs

Do you know that companies lose more than 75 billion dollars every year as a result of bad customer service? Customers switch from brand to brand and the companies who manage to build a loyal clientele will have a significant advantage.

The opportunity is there. Are you ready to grab it?

This course is designed by a very experienced client services executive who knows firsthand how to successfully manage clients and tactfully build their journey.

Based on real life experiences, this course helps you focus on where it really matters as it is not always what you may think.

Enroll in this course and discover the art of a client-centric culture, find out what the top 10 customer experience (CX) strategies are, and get inspired to build outstanding client experiences!

INTRODUCTION

1
WELCOME MESSAGE
2
ABOUT YOUR INSTRUCTOR
3
BAD CUSTOMER SERVICE IS COSTING BUSINESSES BILLIONS
4
COURSE MISSION

2021 UPDATE - CUSTOMER EXPERIENCE MANAGEMENT (CX) IN A NEW WORLD

1
INTRODUCTION

CUSTOMER EXPERIENCE MANAGEMENT (CX): CHEAT SHEET FOR BUSY PROFESSIONALS

1
INTRODUCTION
2
CUSTOMER EXPERIENCE LEADER
3
CUSTOMER – CENTRIC APPROACH
4
REDEFINE MISSION STATEMENT & VISION
5
UNDERSTANDING CUSTOMERS & THEIR JOURNEYS
6
ESTABLISH CLEAR BUSINESS GOALS
7
CUSTOMER EXPERIENCE MEASUREMENT
8
CUSTOMER PERSONAS
9
CUSTOMER JOURNEY
10
CUSTOMER JOURNEY MAPPING
11
SIMPLE 4 STAGE-ACTION CUSTOMER JOURNEY MAP

A SIMPLE CUSTOMER EXPERIENCE (CX) EXAMPLE TO GET YOU STARTED

1
PART 1
2
PART 2

THE BENEFITS OF DELIVERING A GREAT CX

1
THE BENEFITS OF DELIVERING A GREAT CX

BEST PRACTICES FOR CX LEADERS

1
PART 1
2
PART 2
3
PART 3
4
PART 4
5
PART 5
6
PART 6
7
PART 7

A SIMPLE FRAMEWORK TO DESIGN A CUSTOMER EXPERIENCE

1
A SIMPLE FRAMEWORK TO DESIGN A CUSTOMER EXPERIENCE

VALUABLE CX INSIGHTS YOU NEED TO KNOW

1
VALUABLE CX INSIGHTS YOU NEED TO KNOW

CUSTOMER EXPERIENCE PITFALLS TO AVOID

1
CUSTOMER EXPERIENCE PITFALLS TO AVOID

TYPES OF CUSTOMER JOURNEY MAPS

1
PART 1
2
PART 2
3
PART 3
4
PART 4
5
PART 5
6
PART 6

COMMON CUSTOMER JOURNEY MAPPING MISTAKES TO AVOID

1
COMMON CUSTOMER JOURNEY MAPPING MISTAKES TO AVOID

CUSTOMER EXPERIENCE (CX) VARIABLES

1
CUSTOMER EXPERIENCE (CX) VARIABLES

HOW TO MEASURE AND ANALYZE CUSTOMER EXPERIENCE

1
PART 1
2
PART 2
3
PART 3
4
PART 4
5
PART 5
6
PART 6
7
PART 7
8
PART 8
9
PART 9

TWO BUILDING BLOCKS OF CUSTOMER EXPERIENCE YOU SHOULD NOT IGNORE

1
TWO BUILDING BLOCKS OF CUSTOMER EXPERIENCE YOU SHOULD NOT IGNORE

EVALUATE YOUR CX STRATEGY BY ASKING THESE QUESTIONS

1
EVALUATE YOUR CX STRATEGY BY ASKING THESE QUESTIONS

WHY CUSTOMERS USUALLY GO BACK TO A BUSINESS?

1
WHY CUSTOMERS USUALLY GO BACK TO A BUSINESS?

MAIN CAUSES OF BAD CX & WHAT YOU CAN DO ABOUT IT

1
MAIN CAUSES OF BAD CX & WHAT YOU CAN DO ABOUT IT

PRACTICAL CX STRATEGIES TO AMAZE YOUR CUSTOMERS

1
PRACTICAL CX STRATEGIES TO AMAZE YOUR CUSTOMERS

PRACTICAL CX STRATEGIES USING TECHNOLOGY

1
PRACTICAL CX STRATEGIES USING TECHNOLOGY

OLD SCHOOL CX METHODS VS NEW TECHNOLOGIES

1
OLD SCHOOL CX METHODS VS NEW TECHNOLOGIES

HOW THE COVID-19 PANDEMIC CHANGED THE WORLD AND WHAT TO DO NEXT

1
PART 1
2
PART 2
3
PART 3

HOW TO CREATE MEMORABLE CUSTOMER EXPERIENCES EVEN POST-COVID-19

1
PART 1
2
PART 2
3
PART 3
4
PART 4
5
PART 5
6
PART 6
7
PART 7
8
PART 8
9
PART 9
10
PART 10
11
PART 11

HERE IS WHY CUSTOMER EXPERIENCE SHOULD BECOME YOUR #1 PRIORITY

1
HERE IS WHY CUSTOMER EXPERIENCE SHOULD BECOME YOUR #1 PRIORITY

RESOURCES/HELPFUL LINKS

1
RESOURCES/HELPFUL LINKS

2020 - CUSTOMER EXPERIENCE MANAGEMENT (CX) TRAINING

1
CLIENT CENTRIC CULTURE
2
CLIENT VS CUSTOMERS
3
DEFINE WHO YOUR ACTUAL CLIENT IS
4
THE KEY TO YOUR CLIENTS HEART (AND POCKET): EMOTIONAL CONNECTION
5
MANAGE CLIENT FEELINGS - CREATE POSITIVE EXPERIENCES
6
BUILDING EMOTIONAL INTELLIGENCE
You can view and review the lecture materials indefinitely, like an on-demand channel.
Definitely! If you have an internet connection, courses on Udemy are available on any device at any time. If you don't have an internet connection, some instructors also let their students download course lectures. That's up to the instructor though, so make sure you get on their good side!
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Includes

8 hours on-demand video
Full lifetime access
Access on mobile and TV
Certificate of Completion
Customer Experience Management (CX): MASTERCLASS 2021
Price:
$218.98 $149

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