[GET] Marketing and Customer Experience Management CXM Excellence

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Marketing and Customer Experience Management CXM Excellence
Executive Certificate: Marketing Strategy, Customer Experience Management, Generative AI GPT, Segmentation, CJM, CX, VoC
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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.



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