3.6 out of 5
3.6
275 reviews on Udemy

Customer Experience Management Essentials

Learn How To Measure And Improve Customer Loyalty
Instructor:
Roel Leijten
2,296 students enrolled
English [Auto]
Over 11 practical exercises, additional documents and quizzes!
By the end of this course, you will be able to create, measure and improve a customer journey for your brand or organization.
Upon completing all modules, you will earn a certificate of completion.

­­Customer Experience Management is more than just serving your customers, knowing where they buy products or what kind of brands they like. It’s about understanding your customers so completely, that your organization can deliver optimized and personalized experiences that increase customer engagement and loyalty.

In order to gain this important insight, you will need to extract data from Touch Points and channels across your entire organization. In this course we will discuss the customer journey map, which is an incredible powerful tool to indicate and improve Touch Points.

You will learn how to measure these touch points and we discuss different models to determine the right business strategy for a customer centric organization. Al through the course you will be getting practical exercises and additional documents that you can practice immediately on your current business.
This Customer Experience course is narrated by Roel Leijten, who is an experienced consultant and entrepreneur in the world of Customer Experience Management. Roel will walk you through the essentials of Customer Experience Management from beginning to end, explaining where needed the business value of this concept in a hyper-connected global marketplace.

This is not a theoretical overview, but a hands-on approach on Customer Experience Management in order to measure and improve customer loyalty.

Introduction

1
Introduction

This lecture is an introduction to the course and the instructor.

2
Definitions

This lecture is about the definitions of Customer Experience Management.

3
The 4 Experience C's

This lecture is about the 4 Experience C's; Confidence, Consistent, Cross-Channel, Controlled.

4
Introduction

This quiz is about the first section of this course; "Introduction"

Building the Customer Journey

1
Understanding Needs

This lecture is about the psychological needs of your customers.

2
Creating Personas

This lecture is about creating personas for your organization.

3
Touch Points

This lecture is about the most important Touch Points for your customers.

4
The Decision Journey

This lecture is about the Consumer Decision Journey from McKinsey & Company.


5
The Customer Journey Map

This lecture is about creating the Customer Journey Map for your organization.

6
Building the Customer Journey

This is a quiz about section 2 of this course.

Measurement

1
Introduction to Measurement
2
Net Promoter Score
3
Key Driver Analysis
4
The Apostle Model
5
Employee Satisfaction
6
The Tool
7
Measurement

This is a Quiz for Section 3

Improvement

1
Customer Relevancy Model
2
Peak-end Rule
3
Variable Reinforcement
4
Flow
5
Your Website
6
Email
7
Social Media
8
Review Websites
9
Improving Touch Points

This is a quiz for section 4.

Internal Selling

1
Internal Selling
2
Internal Education
3
Internal Selling

This is an quiz about Section 5 "Internal Selling".

Two more things

1
Case Studies
2
The Future
3
Two more things

This is a quiz for the last section of this course.

Supplementary Material

1
Literature List
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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275 Ratings

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Includes

4 hours on-demand video
Full lifetime access
Access on mobile and TV
Certificate of Completion
Customer Experience Management Essentials
Price:
$40.98 $29

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