Customer Experience Management Essentials

Learn How To Measure And Improve Customer Loyalty
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1,576 students enrolled
Instructed by Roel Leijten Business / Operations
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  • Lectures 27
  • Length 3.5 hours
  • Skill Level All Levels
  • Languages English
  • Includes Lifetime access
    30 day money back guarantee!
    Available on iOS and Android
    Certificate of Completion
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About This Course

Published 12/2013 English

Course Description

­­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.

What are the requirements?

  • Basic marketing knowledge is preferred, but not required.

What am I going to get from this course?

  • Over 11 practical exercises, additional documents and quizzes!
  • By the end of this course, you will be able to create, measure and improve a customer journey for your brand or organization.
  • Upon completing all modules, you will earn a certificate of completion.

What is the target audience?

  • Marketers
  • Entrepreneurs
  • Students
  • New and experienced managers, who wish to broaden their management skills
  • Anyone interested in Customer Experience Management

What you get with this course?

Not for you? No problem.
30 day money back guarantee.

Forever yours.
Lifetime access.

Learn on the go.
Desktop, iOS and Android.

Get rewarded.
Certificate of completion.

Curriculum

Section 1: Introduction
02:53

This lecture is an introduction to the course and the instructor.

02:54

This lecture is about the definitions of Customer Experience Management.

07:37

This lecture is about the 4 Experience C's; Confidence, Consistent, Cross-Channel, Controlled.

3 questions

This quiz is about the first section of this course; "Introduction"

Section 2: Building the Customer Journey
10:12

This lecture is about the psychological needs of your customers.

07:29

This lecture is about creating personas for your organization.

11:53

This lecture is about the most important Touch Points for your customers.

09:44

This lecture is about the Consumer Decision Journey from McKinsey & Company.


14:00

This lecture is about creating the Customer Journey Map for your organization.

7 questions

This is a quiz about section 2 of this course.

Section 3: Measurement
Introduction to Measurement
07:18
Net Promoter Score
09:38
Key Driver Analysis
04:29
The Apostle Model
06:27
Employee Satisfaction
06:41
The Tool
03:17
9 questions

This is a Quiz for Section 3

Section 4: Improvement
Customer Relevancy Model
03:14
Peak-end Rule
04:26
Variable Reinforcement
04:12
Flow
03:05
Your Website
04:57
Email
03:44
Social Media
17:47
Review Websites
13:12
8 questions

This is a quiz for section 4.

Section 5: Internal Selling
Internal Selling
15:51
Internal Education
08:48
9 questions

This is an quiz about Section 5 "Internal Selling".

Section 6: Two more things
Case Studies
21:47
The Future
08:36
8 questions

This is a quiz for the last section of this course.

Section 7: Supplementary Material
Literature List
1 page

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Instructor Biography

Roel Leijten, Founder at HawQRate.com, Customer Experience Specialist


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.

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