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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.

Introduction

1
Introduction
2
Introduction to customer experience management
3
Gains for companies practicing customer experience management

How To Create Customer Experience Strategy

1
Understand your audience and create your personas
2
Analyze the business mission, vision, and processes
3
Eliminate bad design early in the game / attend customer needs and feedback loop
4
Research your competitors and create goals and objectives
5
Incorporate a measurable brand personality
6
Replace marketing with customer service
7
Make use of right technology and tools

How To Measure Customer Experience

1
Calculate the net promoter score
2
Analyze customer journey analytics
3
Conduct customer surveys
4
Determine customer churn rate
5
Interpret customer support ticket trends / measure customer satisfaction scores

Techniques To Improve Customer Experience

1
Build an omnichannel plan for better customer experience
2
Deliver superior customer service
3
Leverage the power of artificial intelligence
4
Take social proof seriously to improve customer experience
5
Engage with your customers across their lifecycle
6
Empower your team to go an extra mile / implement customer loyalty program
7
Optimize your customer journey / build a customer centric culture

How To Build A Multi - Skilled Customer experience Team

1
Problem solving skills / design skills
2
Change management skills / communication skills
3
Relationship building skills / leadership skills

The Steps To Effective Customer Experience Management

1
Establish awareness
2
Gain visibility
3
Align marketing initiatives
4
Optimize processes
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