INTRODUCTION
- WELCOME MESSAGE
- ABOUT YOUR INSTRUCTOR
- BAD CUSTOMER SERVICE IS COSTING BUSINESSES BILLIONS
- COURSE MISSION
2021 UPDATE - CUSTOMER EXPERIENCE MANAGEMENT (CX) IN A NEW WORLD
- INTRODUCTION
CUSTOMER EXPERIENCE MANAGEMENT (CX): CHEAT SHEET FOR BUSY PROFESSIONALS
- INTRODUCTION
- CUSTOMER EXPERIENCE LEADER
- CUSTOMER – CENTRIC APPROACH
- REDEFINE MISSION STATEMENT & VISION
- UNDERSTANDING CUSTOMERS & THEIR JOURNEYS
- ESTABLISH CLEAR BUSINESS GOALS
- CUSTOMER EXPERIENCE MEASUREMENT
- CUSTOMER PERSONAS
- CUSTOMER JOURNEY
- CUSTOMER JOURNEY MAPPING
- SIMPLE 4 STAGE-ACTION CUSTOMER JOURNEY MAP
A SIMPLE CUSTOMER EXPERIENCE (CX) EXAMPLE TO GET YOU STARTED
- PART 1
- PART 2
THE BENEFITS OF DELIVERING A GREAT CX
- THE BENEFITS OF DELIVERING A GREAT CX
BEST PRACTICES FOR CX LEADERS
- PART 1
- PART 2
- PART 3
- PART 4
- PART 5
- PART 6
- PART 7
A SIMPLE FRAMEWORK TO DESIGN A CUSTOMER EXPERIENCE
- A SIMPLE FRAMEWORK TO DESIGN A CUSTOMER EXPERIENCE
VALUABLE CX INSIGHTS YOU NEED TO KNOW
- VALUABLE CX INSIGHTS YOU NEED TO KNOW
CUSTOMER EXPERIENCE PITFALLS TO AVOID
- CUSTOMER EXPERIENCE PITFALLS TO AVOID
TYPES OF CUSTOMER JOURNEY MAPS
- PART 1
- PART 2
- PART 3
- PART 4
- PART 5
- PART 6
COMMON CUSTOMER JOURNEY MAPPING MISTAKES TO AVOID
- COMMON CUSTOMER JOURNEY MAPPING MISTAKES TO AVOID
CUSTOMER EXPERIENCE (CX) VARIABLES
- CUSTOMER EXPERIENCE (CX) VARIABLES
HOW TO MEASURE AND ANALYZE CUSTOMER EXPERIENCE
- PART 1
- PART 2
- PART 3
- PART 4
- PART 5
- PART 6
- PART 7
- PART 8
- PART 9
TWO BUILDING BLOCKS OF CUSTOMER EXPERIENCE YOU SHOULD NOT IGNORE
- TWO BUILDING BLOCKS OF CUSTOMER EXPERIENCE YOU SHOULD NOT IGNORE
EVALUATE YOUR CX STRATEGY BY ASKING THESE QUESTIONS
- EVALUATE YOUR CX STRATEGY BY ASKING THESE QUESTIONS
WHY CUSTOMERS USUALLY GO BACK TO A BUSINESS?
- WHY CUSTOMERS USUALLY GO BACK TO A BUSINESS?
MAIN CAUSES OF BAD CX & WHAT YOU CAN DO ABOUT IT
- MAIN CAUSES OF BAD CX & WHAT YOU CAN DO ABOUT IT
PRACTICAL CX STRATEGIES TO AMAZE YOUR CUSTOMERS
- PRACTICAL CX STRATEGIES TO AMAZE YOUR CUSTOMERS
PRACTICAL CX STRATEGIES USING TECHNOLOGY
- PRACTICAL CX STRATEGIES USING TECHNOLOGY
OLD SCHOOL CX METHODS VS NEW TECHNOLOGIES
- OLD SCHOOL CX METHODS VS NEW TECHNOLOGIES
HOW THE COVID-19 PANDEMIC CHANGED THE WORLD AND WHAT TO DO NEXT
- PART 1
- PART 2
- PART 3
HOW TO CREATE MEMORABLE CUSTOMER EXPERIENCES EVEN POST-COVID-19
- PART 1
- PART 2
- PART 3
- PART 4
- PART 5
- PART 6
- PART 7
- PART 8
- PART 9
- PART 10
- PART 11
HERE IS WHY CUSTOMER EXPERIENCE SHOULD BECOME YOUR #1 PRIORITY
- HERE IS WHY CUSTOMER EXPERIENCE SHOULD BECOME YOUR #1 PRIORITY
RESOURCES/HELPFUL LINKS
- RESOURCES/HELPFUL LINKS
2020 - CUSTOMER EXPERIENCE MANAGEMENT (CX) TRAINING
- CLIENT CENTRIC CULTURE
- CLIENT VS CUSTOMERS
- DEFINE WHO YOUR ACTUAL CLIENT IS
- THE KEY TO YOUR CLIENTS HEART (AND POCKET): EMOTIONAL CONNECTION
- MANAGE CLIENT FEELINGS - CREATE POSITIVE EXPERIENCES
- BUILDING EMOTIONAL INTELLIGENCE
