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    Customer Experience Management Blueprint

    BY
    Simpliv Learning

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    Mode

    Online

    Fees

    $ 19 99

    Quick Facts

    particular details
    Medium of instructions English
    Mode of learning Self study
    Mode of Delivery Video and Text Based

    Course and certificate fees

    Fees information
    $ 19  $99
    certificate availability

    Yes

    certificate providing authority

    Simpliv Learning

    The syllabus

    Why Customer Experience Blueprint Is Key To your Company

    •  Why companies are struggling with customer experience and how to solve it?
    •  What business benefits can you receive through improving customer experiences?
    •  What is Customer Experience Blueprint?
    •  Facts and case studies on effects of customer experiences

    How to Create a Customer Experience Blueprint

    •  Learning to use the practical Customer Experience Blueprint tool
    •  Applying Customer Experience Blueprint to a case example

    Understanding Customer Wants & Needs & Expectations

    •  Optimizing your strategy by understanding customer wants vs. needs
    •  Identifying customer wants throughout a customer journey
    •  Identifying customer needs
    •  Case example on identifying customer needs and template for your own business
    •  What are customer expectations and why do they matter for you?
    •  Applying customer expectation technique to your own business and a case example

    Leveraging Customer Attitudes & Emotions & Psychology

    •  Use customer emotions as a leverage
    •  What are customer emotions?
    •  Identifying emotions in your customer experience

    Writing customer personas to engage employees

    •  Use customer personas to motivate employees to care about customers
    •  Instructions and template for writing your own customer personas

    Using Outcome Based Segmentation

    •  Challenging traditional customer segmentation techniques
    •  Practical approach to customer-centric segmentation

    Involving customers in Customer Experience Blueprint

    •  Why should you involve customers in designing the blueprint?
    •  Ensure your success in involving the customers through research
    •  Mining unsolicited customer feedback
    •  Using surveys for getting information from customers
    •  Using interviews to get deeper insight from the customers
    •  Ethnographic fields trips as method to understand customers better

    Take Action with Customer Experience Blueprint

    •  The complete template for customer experience blueprint
    •  Take concrete action with Customer Experience Blueprint!

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