Customer Experience Management Essentials
3.7 (58 ratings)
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Customer Experience Management Essentials

Learn How To Measure And Improve Customer Loyalty
3.7 (58 ratings)
Instead of using a simple lifetime average, Udemy calculates a course's star rating by considering a number of different factors such as the number of ratings, the age of ratings, and the likelihood of fraudulent ratings.
1,692 students enrolled
Created by Roel Leijten
Last updated 3/2014
Current price: $12 Original price: $30 Discount: 60% off
1 day left at this price!
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  • 3.5 hours on-demand video
  • 1 Supplemental Resource
  • Full lifetime access
  • Access on mobile and TV
  • Certificate of Completion
What Will I Learn?
  • 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.
View Curriculum
  • Basic marketing knowledge is preferred, but not required.

­­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.

Who is the target audience?
  • Marketers
  • Entrepreneurs
  • Students
  • New and experienced managers, who wish to broaden their management skills
  • Anyone interested in Customer Experience Management
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Curriculum For This Course
27 Lectures
3 Lectures 13:24

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

Preview 02:53

This lecture is about the definitions of Customer Experience Management.

Preview 02:54

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

Preview 07:37

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

3 questions
Building the Customer Journey
5 Lectures 53:18

This lecture is about the psychological needs of your customers.

Understanding Needs

This lecture is about creating personas for your organization.

Creating Personas

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

Touch Points

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

The Decision Journey

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

The Customer Journey Map

This is a quiz about section 2 of this course.

Building the Customer Journey
7 questions
6 Lectures 37:50
Introduction to Measurement

Net Promoter Score

Key Driver Analysis

The Apostle Model

Employee Satisfaction

The Tool

This is a Quiz for Section 3

9 questions
8 Lectures 54:37
Customer Relevancy Model

Peak-end Rule

Variable Reinforcement


Your Website


Social Media

Review Websites

This is a quiz for section 4.

Improving Touch Points
8 questions
Internal Selling
2 Lectures 24:39
Internal Selling

Internal Education

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

Internal Selling
9 questions
Two more things
2 Lectures 30:23
Case Studies

The Future

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

Two more things
8 questions
Supplementary Material
1 Lecture 00:00
Literature List
1 page
About the Instructor
Roel Leijten
3.7 Average rating
58 Reviews
1,692 Students
1 Course
Founder at, 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.