06-01-2024, 10:16 AM
Professional Certificate in CX / Customer Experience Management by MTF Institute
New
Rating: 0.0 out of 5
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1,016 students
1 hour on-demand video
11 articles
2 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.
https://www.udemy.com/course/professional-certificate-in-customer-experience-management/?couponCode=DFC51E02BFB1CEC371AF
Enjoy!
New
Rating: 0.0 out of 5
(0 ratings)
1,016 students
1 hour on-demand video
11 articles
2 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.
https://www.udemy.com/course/professional-certificate-in-customer-experience-management/?couponCode=DFC51E02BFB1CEC371AF
Enjoy!