課程介紹

Customer experience is when you proactively provide great customer care, delight people, and turn them into raving super-fans.

Customer service is when you reactively deal with customer problems, delight them, and turn them into raving super-fans.

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哪些人適合這堂課？

• Entrepreneurs and small business owners who need to do customer support

學習目標

• Customer service to build super-fans who buy more and recommend your business to their friends
• Create a customer experience that delights clients and makes them feel like they are getting a great product
• Make more money from repeat customers and referrals
• Turn even angry clients into loyal, long-term clients through amazing customer service
• Engage your customers in a better way
• Make customers love you

課程介紹

*** New 2021 Update ***

The Covid-19 pandemic has caused major changes in our society and the business world. While this course has been very successful and recently has been selected by Udemy for Business – a huge honor and major accomplishment – I

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哪些人適合這堂課？

• CEOs, client and sales executives, client success professionals, entrepreneurs, and anyone else who truly cares for clients and want to build outstanding client experiences.

學習目標

• *** NEW 2021 ***: 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 2021 ***: 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 (CX) on Steroids! This course includes a Guide/Cheat Sheet for busy professionals who do not have a lot of time, and want to acquire the most important information about Customer Experience (CX) with the least effort possible! In just 30 minutes learn everything you need to know about CX!
• 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 2021.
• 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.

課程介紹

About This Course

This course, Customer Experience Management: Brand Purpose & Leadership, can be enjoyed as a stand-alone course and – for maximum benefits – taken as the first course of a three-course series entitled Customer Experience Management

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哪些人適合這堂課？

• Executive-level managers in any company or industry.

學習目標

• Learn how to define a brand purpose that will set the scene for your customer experience and align your organisation.

課程介紹

About This Course

This course, Customer Experience Management: Brand Promise & Customer Loyalty, can be enjoyed as a stand-alone course and – for maximum benefits – taken as the second in a three-course series entitled Customer Experience Management

…[更多細節]

哪些人適合這堂課？

• Executive-level management in any company or industry.

學習目標

• Learn how to define a brand purpose that will set the scene for your customer experience and align your organisation.

課程介紹

All businesses sell one thing: Reactions!

The Customer Experience emotional reactions you create are your product. And as soon as you begin to see your business as a reaction-creating machine, you’ll begin to think about your business and its market

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哪些人適合這堂課？

• Business Owners/Entrepreneurs plus Marketing and Sales managers interested in broadening their CX Marketing skills.

學習目標

• By the end of this course you’ll be able to understand the basics of how your business can use Customer Experience Marketing to attract more new customers plus increase the loyalty of existing customers all while charging premium prices that deliver higher profits.

課程介紹

In this course, you’ll see – both through recent research and business examples – how delivering a superior customer experience can help you increase your revenue and grow your business.

This would be a great course for you if:

You are a current bu

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哪些人適合這堂課？

• Current business owners (ecommerce, brick and mortar, service) actively seeking ways to improve their customers’ experience
• Prospective business owners who want to know how they should prepare to offer a superior customer experience
• Anyone interested in learning what “customer experience” is and how it can be impacted

學習目標

• Understand the customer journey as people discover and engage with a business
• Immediately impact various parts of the customer journey to improve customer experience.
• Understand how improving customer experience leads to increased revenue
• Understand the difference between customer service and customer experience
• Understand switching costs and the role that brand loyalty plays
• Understand the impact responses to reviews can have on customer experience and be able to respond effectively to various types of customer reviews.

課程介紹

This course has been designed to give you an overview of useful concepts in the field of Customer Experience Management, with best practices for you to deepen your knowledge and make an impact for your business.

During the 2-hour presentations, I

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哪些人適合這堂課？

• Those interested in Customer Experience, Customer Service, Customer Feedback
• the course is NOT intended to CX Experts, Consultants, or Specialists, who will find the content too basic and “beginner oriented”

學習目標

• What Customer Experience Management is and the main challenges
• All you need to know about CX Programs (what they are, how and when to start a CX Program)
• How to generate qualitative and quantitative insights
• Using customer feedback tools
• How to optimise your surveys
• Key insights about the Net Promoter Score
• Tips to improve customer retention
• A simple framework for transforming insights into action
• How to generate company-wide engagement
• Plenty of examples from industry’s best-practices and mistakes

課程介紹

Customer Experience Management brings real business results through optimizing customer interactions in order to maximize the customer lifetime value. It’s used for example by Apple, Amazon and Google (we advice some of them also). A competitive adva

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哪些人適合這堂課？

• Leaders how want to make create higher revenue and improve profits using customer experiences
• New and experienced managers, who wish to broaden their customer experience management skills
• Employees who want to increase their profile in the eyes of their bosses by shining through customer experience knowledge
• Marketers who want to turn from pushing material out into pulling customers in
• Consultants who want to expand their offering as well as make more money from existing assignments
• Entrepreneurs who want to maximize their business potential
• (Senior) Managers who want to move into higher positions
• Business Leaders who need to wow their peers on their insights regarding customers
• C-level executives who need to deliver against challenging financial goals
• Chief Customer Officers who want to lift their skills on the next level and convince others in the organization about the importance of customer experiences
• Sales people who want to see significant increase in return on invested time
• Strategic Leaders who need to make sure the company is heading the right direction also in the future
• Business and marketing students who want to get a head start to their competition
• Anyone interested in Customer Experience Management and keen interest in increasing relevant skills

學習目標

• By the end of this course, you will be able to create, measure and improve a customer experience strategy for your brand or organization.
• This course gives you a very intense kickstart for your customer strategy
• Upon completing all sections, you will earn a certificate of completion.
• This Udemy course gives you valuable insights and handy files on customer experience strategy
• The material illustrates how every part of an organization is part of the customer service experience
• You can start working on the Customer Experience right away!
• Several new and effective ways to deepen your customer strategy
• Learn how to leverage customer emotions for maximum experience
• Create customer personas that will excite your employees to serve customers even better
• Lifetime access to 27 lectures, 8 quizzes and 6 practical tools
• Over 5 hours of high quality customer experience management content delivered by highly experienced business coaches

課程介紹

Welcome to this course on Customer Experience Management (CXM), with a specific focus on Omnichannel customers.

The customer journey map is changing, it’s no longer a straight line that goes from point A to point B.

Customers now use multiple chann

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哪些人適合這堂課？

• Marketers, Strategists, C-level Managers, Executives, Entrepreneurs or Small Business Owners. Anyone interested in enhancing or creating an excellent customer experience.

學習目標

• Develop a comprehensive Omnichannel Customer Experience Management Strategy
• Provide customers with a seamless and positive experience throughout their entire journeys
• Create detailed Customer Journey Maps
• Develop robust Buyer Personas
• Identify your business’s most important customer group(s)
• Address your organization’s structure in order to be better equipped to provide a seamless omnichannel experience
• Evaluate and maximize the performance of each of your business’s channels
• Achieve consistency among your business’s different channels
• Utilize technology to enhance your customer’s experience and your channels’ performance
• Move away from silo operating systems and closer to collaborative systems for more streamlined efforts and results across your organization
• Obtain key customer insights

課程介紹

This course is an introduction to understanding the customer and employee experience. It is simplistic but powerful in how it defines the concepts that are necessary to build a strong foundation in order to transform the customer and employee experie

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哪些人適合這堂課？

• Novices starting a career as a Customer or Employee Experience practitioner

學習目標

• Understand what customer experience is
• Understand what employee experience is
• Understand the business eco-system and what all the parts are
• Understand where to start when you want to transform your customer or employee experience