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Customer Experience Management is more than just serving your customers, knowing where they buy products or what kind of brands they like. It’s about understanding your customers so completely, that your organization can deliver optimized and personalized experiences that increase customer engagement and loyalty.
In order to gain this important insight, you will need to extract data from Touch Points and channels across your entire organization. In this course we will discuss the customer journey map, which is an incredible powerful tool to indicate and improve Touch Points.
You will learn how to measure these touch points and we discuss different models to determine the right business strategy for a customer centric organization. Al through the course you will be getting practical exercises and additional documents that you can practice immediately on your current business.
This Customer Experience course is narrated by Roel Leijten, who is an experienced consultant and entrepreneur in the world of Customer Experience Management. Roel will walk you through the essentials of Customer Experience Management from beginning to end, explaining where needed the business value of this concept in a hyper-connected global marketplace.
This is not a theoretical overview, but a hands-on approach on Customer Experience Management in order to measure and improve customer loyalty.
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|Section 1: Introduction|
This lecture is an introduction to the course and the instructor.
This lecture is about the definitions of Customer Experience Management.
This lecture is about the 4 Experience C's; Confidence, Consistent, Cross-Channel, Controlled.
|Quiz 1||3 questions|
This quiz is about the first section of this course; "Introduction"
|Section 2: Building the Customer Journey|
This lecture is about the psychological needs of your customers.
This lecture is about creating personas for your organization.
This lecture is about the most important Touch Points for your customers.
This lecture is about the Consumer Decision Journey from McKinsey & Company.
This lecture is about creating the Customer Journey Map for your organization.
|Quiz 2||7 questions|
This is a quiz about section 2 of this course.
|Section 3: Measurement|
Introduction to Measurement
Net Promoter Score
Key Driver Analysis
The Apostle Model
|Quiz 3||9 questions|
This is a Quiz for Section 3
|Section 4: Improvement|
Customer Relevancy Model
|Quiz 4||8 questions|
This is a quiz for section 4.
|Section 5: Internal Selling|
|Quiz 5||9 questions|
This is an quiz about Section 5 "Internal Selling".
|Section 6: Two more things|
|Quiz 6||8 questions|
This is a quiz for the last section of this course.
|Section 7: Supplementary Material|
Roel is the founder of HawQRate - a company that delivers realtime insight in Customer Experience. He is also the co-author of “Van App naar Vloed”, discussing the upcoming importance of Apps as a touch point.
After graduating in International Media Management, Roel has successfully helped several small and large organizations on improving their customer journey. He believes in the 4 Experience C’s as critical business-DNA, that every organization should strive for.
Three things that define Roel; running, crazy colored socks and a nice cup of coffee.