Customer Experience (CX) Management Fundamentals

In this course you'll learn how to manage customer experience in organizations. We'll start with the definitions of customer experience and experience management. You'll learn how to create customer experience strategy and important points. Then we'll go through the 4 steps of customer experience management: Creating Customer Centric Culture, Understanding Customers'. Expectations, Channel Management and Emotional Experience. We'll go deeper to Customer Journey Mapping in one video. Also you'll reach customer journey mapping templates.

We'll focus two more important topics of customer experience management. These are complaint management and experience measurement. In these sections you'll learn how to manage customer complaints, how you should solve them and details of service recovery process. You can't manage if you don't measure. In measurement section, you'll learn key customer experience measurement metrics such as Net Promoter Score (NPS), Customer Satisfaction Score (CSAT) and Customer Effort Score (CES). Also you'll be aware of some operational metrics that effect customer experience. We'll finish the course with next steps and future of experience management. You'll find templates, exercises and additional readings in the course.

If you're working for customer experience, customer service, sales, marketing departments or you're running a startup, this course will help you to understand your customers and learn how you should design and manage their experiences. Not only you'll see the definitions and explanations, but also you'll able to see best practices from all around the world too.