IIRF Online > Marketing > Other Marketing > Customer Experience Management > Customer Experience Management (CX): MASTERCLASS 2024
Customer Experience Management (CX): MASTERCLASS 2024 by Udemy
#1 Customer Experience Management Course. Discover The Art Of A Client-Centric Culture. Customer Journey. B2B. B2C.
Course Highlights
- *** NEW ***: 5 New Lectures about my take on Transformational Customer Experience. It is all about YOU, THEM, and the ability to build human connections.
- *** NEW ***: A massive update with 54 new lectures (YES, you read it correctly, 54 NEW lectures!), and 4 hours and 20 minutes of additional training!
- *** NEW ***: ChatGPT, Artificial Intelligence & Customer Experience. The POTENTIAL IS ENORMOUS! Learn how you can use this technology to advance your business!
- *** NEW ***: The pandemic changed the way we live and do business. This course provides everything you need to know about CX in this new reality.
- Customer Experience Management on Steroids! This course has a Guide/Cheat Sheet for busy professionals. Get the most important information in just 30 minutes!
- This course shares REAL LIFE STRATEGIES that will inspire you to BUILD FANTASTIC CUSTOMER EXPERIENCES, and focus on where it really matters!
- Designed by a very experienced client services executive, who knows firsthand how to successfully manage clients and their journey.
- Discover the Top 10 CUSTOMER EXPERIENCE (CX) STRATEGIES that you need to focus in 2024.
- Enroll in this course and learn why it is crucial for your business to design a CLIENT-CENTRIC CULTURE.
- Find out why BAD CUSTOMER SERVICE = BAD BUSINESS!
- Find out who is YOUR MOST IMPORTANT CLIENT ... it is NOT who you think!
- Learn the BEST STRATEGIES to manage a client service department...because it DOES matter!
- INSIGHTS AND REAL LIFE EXAMPLES from running an extremely successful client services department.
- A wealth of RESOURCES to help you when you design the client journey.
Skills you will learn!
Curriculum
4 Topics
WELCOME MESSAGE
ABOUT YOUR INSTRUCTOR
BAD CUSTOMER SERVICE IS COSTING BUSINESSES BILLIONS
COURSE MISSION
2 Topics
INTRODUCTION
Introduction Quiz
12 Topics
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
QUIZ: CHEAT SHEET FOR BUSY PROFESSIONALS
3 Topics
PART 1
PART 2
QUIZ: A Simple CX Example to Get You Started
2 Topics
THE BENEFITS OF DELIVERING A GREAT CX
QUIZ: The Benefits of Delivering A Great CX
8 Topics
PART 1
PART 2
PART 3
PART 4
PART 5
PART 6
PART 7
QUIZ: Best Practices for CX Leaders
2 Topics
A SIMPLE FRAMEWORK TO DESIGN A CUSTOMER EXPERIENCE
QUIZ: A Simple Framework to Design a Customer Experience
2 Topics
VALUABLE CX INSIGHTS YOU NEED TO KNOW
QUIZ: Valuable CX Insights You Need to Know
2 Topics
CUSTOMER EXPERIENCE PITFALLS TO AVOID
QUIZ: Customer Experience Pitfalls to Avoid
7 Topics
PART 1
PART 2
PART 3
PART 4
PART 5
PART 6
QUIZ: Types of Customer Journey Maps
2 Topics
COMMON CUSTOMER JOURNEY MAPPING MISTAKES TO AVOID
QUIZ: Common Customer Journey Mapping Mistakes to Avoid
2 Topics
CUSTOMER EXPERIENCE (CX) VARIABLES
QUIZ: Customer Experience (CX) Variables
10 Topics
PART 1
PART 2
PART 3
PART 4
PART 5
PART 6
PART 7
PART 8
PART 9
QUIZ: How to Measure and Analyze Customer Experience
2 Topics
TWO BUILDING BLOCKS OF CUSTOMER EXPERIENCE YOU SHOULD NOT IGNORE
QUIZ: Two Building Blocks of Customer Experience You Should Not Ignore
2 Topics
EVALUATE YOUR CX STRATEGY BY ASKING THESE QUESTIONS
QUIZ: Evaluate Your CX Strategy by Asking These Questions
2 Topics
WHY CUSTOMERS USUALLY GO BACK TO A BUSINESS?
QUIZ: Why Customers Usually Go Back to a Business?
2 Topics
MAIN CAUSES OF BAD CX & WHAT YOU CAN DO ABOUT IT
QUIZ: Main Causes of Bad CX & What You Can Do About it
2 Topics
PRACTICAL CX STRATEGIES TO AMAZE YOUR CUSTOMERS
QUIZ: Practical CX Strategies to Amaze Your Customers
2 Topics
PRACTICAL CX STRATEGIES USING TECHNOLOGY
QUIZ: Practical CX Strategies Using Technology
2 Topics
OLD SCHOOL CX METHODS VS NEW TECHNOLOGIES
QUIZ: Old School CX Methods VS New Technologies
4 Topics
PART 1
PART 2
PART 3
QUIZ: How the Covid-19 Pandemic Changed The World and What to Do Next
12 Topics
PART 1
PART 2
PART 3
PART 4
PART 5
PART 6
PART 7
PART 8
PART 9
PART 10
PART 11
QUIZ: How to Create Memorable Customer Experiences Even Post-Covid-19
2 Topics
HERE IS WHY CUSTOMER EXPERIENCE SHOULD BECOME YOUR #1 PRIORITY
QUIZ: Why Customer Experience Should Become Your #1 Priority
6 Topics
IT IS ALL ABOUT YOU
GET YOUR POWER BACK
IT IS ALL ABOUT THEM
SHARE THE REAL YOU
A REAL LIFE EXAMPLE
QUIZ: Transformational Customer Experience
13 Topics
INTRODUCTION
WHAT IS ChatGPT
DOES ChatGPT HAVE THE CAPACITY TO THINK?
WHAT ARE THE BUSINESS APPLICATIONS ChatGPT CAN BE USED FOR?
ARE EXECUTIVE LEVEL CUSTOMER EXPERIENCE JOBS AT RISK?
WHAT IS THE NUMBER ONE REASON TO USE ChatGTP FOR CUSTOMER EXPERIENCE?
HOW CAN ChatGPT IMPROVE CUSTOMER EXPERIENCE?
BENEFITS OF USING ChatGPT FOR LARGE ENTERPRISES
BENEFITS OF USING ChatGPT FOR SMALL BUSINESS
CAN ChatGPT HELP IMPROVE PRODUCTIVITY?
ChatGPT: BEST PRACTICES FOR CUSTOMER EXPERIENCE MANAGEMENT
BEST PRACTICES FOR TRAINING A LANGUAGE MODEL
"QUIZ: 1. ChatGPT AND CUSTOMER EXPERIENCE
1 Topic
RESOURCES/HELPFUL LINKS
23 Topics
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
HOW TO AVOID LOSING CLIENTS
HOW TO RESOLVE ISSUES WITH CLIENTS
THINGS TO CONSIDER WHEN YOU MANAGE CLIENTS
THE SECRET TO HAPPY CLIENTS = HAPPY EMPLOYEES
CLIENT SERVICES - HIRING
CLIENT SERVICES - THE JOB DESCRIPTION
CLIENT SERVICES - TRAINING
HOW TO RUN A SUCCESSFUL CLIENT SERVICES DEPARTMENT - TOP TIPS
MANAGING YOUR TEAM - TOP TIPS
STATUS REPORTS & STATUS REPORT MEETINGS
TIMESHEETS
TEAM MEETINGS
FIRST MEETING WITH A NEW CLIENT
MEETINGS WITH CLIENTS - ADDITIONAL TIPS
TOOLS THAT WILL MAKE YOUR LIFE EASIER
TOP 10 CUSTOMER EXPERIENCE (CX) STRATEGIES
FINAL THOUGHTS
Customer Experience Management (CX): MASTERCLASS 2024
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