[GET] Digital Transformation and Customer Experience Management CXM

[mindpower]

Digital Transformation and Customer Experience Management CXM
Executive Certificate: CX / Customer Experience, Principles and Foundations of Digital Business and Transformation
Rating: 0.0 out of 5
(0 ratings)
411 students
2.5 hours on-demand video
18 articles
4 downloadable resources

Customer experience (CX) is the overall impression customers have of your brand throughout their interactions with your business. It encompasses everything from the initial marketing message to the post-purchase support they receive. Think of it as the customer journey, and CX is all the touchpoints along the way that shape their perception.

Key Areas of CX

Customer touchpoints: Every interaction a customer has with your brand, like websites, social media, advertising, in-store experience, and customer service.

Customer journey: Mapping out the steps a customer takes to interact with your brand, from awareness to purchase and beyond.

Customer satisfaction: How happy customers are with your product or service.

Customer loyalty: How likely customers are to return and recommend your brand to others.

CX Frameworks

Frameworks provide a structured approach to improving CX. Here are two common ones:

Customer Experience Journey Map: A visual representation of the customer journey, identifying touchpoints and opportunities for improvement.

Five Service Dimensions: A framework that focuses on five key aspects of service quality: reliability, responsiveness, assurance, empathy, and tangibles.

Why Learning CXM is Important for Companies:

Improved Customer Satisfaction and Loyalty: CXM focuses on understanding and meeting customer needs, leading to increased satisfaction and a higher likelihood of repeat business.

Enhanced Brand Reputation: Positive customer experiences contribute to a strong brand reputation, attracting new customers and retaining existing ones.

Increased Revenue and Profitability: Satisfied customers are more likely to spend more, refer others, and remain loyal, all of which contribute to revenue growth.

Competitive Advantage: In today's crowded marketplace, exceptional customer experience can be a key differentiator, setting a company apart from its competitors.

Reduced Costs: Resolving customer issues proactively and efficiently can reduce the cost of customer service and support.



https://www.udemy.com/course/digital-transformation-customer-experience-management-cxm/?couponCode=34D1898F9128AAE511C1

Enjoy!

[mindpower]

New Coupon:

https://www.udemy.com/course/digital-transformation-customer-experience-management-cxm/?couponCode=08BB53A090985043B64C

Enjoy!