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Customer Experience Management For Business

How to improve your customer experience and build steps for quick and effective resolution
Instructor:
Eric Yeboah
3 students enrolled
English [Auto]
How To Create Customer Experience Strategy
Techniques to improve customer experience
How to measure customer experience
Learn how to build a multi-skilled customer experience team
Learn steps to effective customer experience management

Customer experience management is the management of customer interactions through each physical and digital touch point in order to deliver personalize experiences that drive brand loyalty and increase revenue, Brands accomplish customer experience management through a combination of software, analytics, research and data – management systems.

There are some key ways to build a customer experience strategy for your organization, before you start to develop a customer experience strategy, the customer experience lead should uncover how the brand is currently experienced by customers and what the vision is for the future, its better you get information from your stakeholders. The first step in customer experience initiative is to perform a situation analysis using qualitative and quantitative research, including in-depth customer and employee/ stakeholders interviews, surveys, web analytics data, and user studies.

Calculating the net promoter score is one of the main methods to measure customer experience. .the net promoter score is a customer satisfaction benchmark that measure how likely your customers are to recommend your business to friends. Another technique is to use analyze customer journey analytics, this will help you measure customer experience and understanding of your customers journey. It is also very important to conduct customer surveys and also determined customer churn rate.

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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Customer Experience Management For Business
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