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Customer Experience Management - Foundation Course
What you'll learn
Learn the role of customer experience management in 2024
How to management customer experiences
Learn the role of social listening in mordern day customer experience management
Important customer experience management metrics
How modern day marketing and customer experience go hand in hand
Requirements
none
Description
This course is dedicated to providing a comprehensive understanding of the fundamentals of social listening and customer experience management. Beginning with an exploration of Social Listening and Online Reputation Management, participants will grasp the essence of monitoring online conversations and managing brand perception effectively.Throughout the course, emphasis is placed on elucidating the key concepts and principles underlying social listening and online reputation management. Participants will delve into various strategies and tools essential for capturing valuable insights from social media channels and other online platforms.As the course progresses, attention shifts towards elucidating metrics and tactics crucial for measuring the efficacy of social listening efforts. Participants will learn to interpret data analytics, track key performance indicators, and derive actionable insights to enhance their customer experience management strategies.Through a blend of theoretical concepts and practical exercises, participants will gain hands-on experience in applying social listening techniques and optimizing online reputation management practices. By the conclusion of the course, participants will be equipped with the knowledge and skills necessary to navigate the dynamic landscape of social media, bolster brand reputation, and drive meaningful engagement with customers.Join us on this educational journey to master the essentials of social listening and customer experience management, and elevate your proficiency in harnessing the power of online conversations to propel your business forward.
Overview
Section 1: Customer Experience Management
Lecture 1 Introduction
Lecture 2 What is Customer Experience (CX) ?
Lecture 3 What is Customer Experience Management
Lecture 4 The importance of CXM in today's business landscape
Lecture 5 Key differences between CRM and CXM
Lecture 6 The different channels through which customers interact with businesses
Lecture 7 What is omni-channel CXM ?
Lecture 8 The challenges associated with multi-channel CXM
Lecture 9 The benefits of adopting an omnichannel CX approach
Lecture 10 Best practices for implementing omnichannel CX
Section 2: The 4 Pillars of Omni-channel CXM
Lecture 11 Introduction
Lecture 12 The First Pillar: email, social media, web, and offline touch-points
Lecture 13 The Second Pillar: Calls & Chatbots
Lecture 14 The 3rd Pillar: CRM + Analytics
Lecture 15 The 4th Pillar: Social media publishing + Marketing automation + response manag
Section 3: Measuring the impact of CXM
Lecture 16 Introduction
Lecture 17 The role of metrics in CXM
Lecture 18 First Response Time (FRTs)
Lecture 19 Resolution Time (TATs)
Lecture 20 Service Level Agreements (SLAs)
Lecture 21 Customer Satisfaction (CSAT)
Lecture 22 Net Promoter Score (NPS) Scores
Lecture 23 Agent performance measurement
Section 4: Social Listening, Social CRM, ORM with respect to CXM
Lecture 24 Introduction
Lecture 25 What is Social Listening and Why is it necessary for CXM
Lecture 26 What is Community Engagement (ORM) and it's importance in CXM
Lecture 27 What is social CRM and how it is related to CXM
Section 5: Social listening
Lecture 28 Introduction
Lecture 29 What is Social Listening?
Lecture 30 Why is Social Listening important?
Lecture 31 What are the major applications of social listening
Lecture 32 Social Media Monitoring
Lecture 33 What is the diffrence between social listening and social media monitoring
Lecture 34 What kind of metrics and KPIs can be analysed through social listening?
Lecture 35 How to choose a Social Listening Platform?
Section 6: Online Reputation Management
Lecture 36 Introduction
Lecture 0 What is ORM?
Lecture 0 The Importance of ORM in today's digital age
Lecture 0 Best practices for ORM & response management
Lecture 0 Response management metrics and analysis
Section 7: Certification Quiz!
customer experience professionals,digital marketeers,customer support,community engagament,Business graduates,professionals looking to upskill
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Published 3/2024
MP4 | Video: h264, 1920x1080 | Audio: AAC, 44.1 KHz
Language: English | Size: 1.74 GB | Duration: 2h 15m
Learn modern day Customer experience Management in the Digital World
MP4 | Video: h264, 1920x1080 | Audio: AAC, 44.1 KHz
Language: English | Size: 1.74 GB | Duration: 2h 15m
Learn modern day Customer experience Management in the Digital World
What you'll learn
Learn the role of customer experience management in 2024
How to management customer experiences
Learn the role of social listening in mordern day customer experience management
Important customer experience management metrics
How modern day marketing and customer experience go hand in hand
Requirements
none
Description
This course is dedicated to providing a comprehensive understanding of the fundamentals of social listening and customer experience management. Beginning with an exploration of Social Listening and Online Reputation Management, participants will grasp the essence of monitoring online conversations and managing brand perception effectively.Throughout the course, emphasis is placed on elucidating the key concepts and principles underlying social listening and online reputation management. Participants will delve into various strategies and tools essential for capturing valuable insights from social media channels and other online platforms.As the course progresses, attention shifts towards elucidating metrics and tactics crucial for measuring the efficacy of social listening efforts. Participants will learn to interpret data analytics, track key performance indicators, and derive actionable insights to enhance their customer experience management strategies.Through a blend of theoretical concepts and practical exercises, participants will gain hands-on experience in applying social listening techniques and optimizing online reputation management practices. By the conclusion of the course, participants will be equipped with the knowledge and skills necessary to navigate the dynamic landscape of social media, bolster brand reputation, and drive meaningful engagement with customers.Join us on this educational journey to master the essentials of social listening and customer experience management, and elevate your proficiency in harnessing the power of online conversations to propel your business forward.
Overview
Section 1: Customer Experience Management
Lecture 1 Introduction
Lecture 2 What is Customer Experience (CX) ?
Lecture 3 What is Customer Experience Management
Lecture 4 The importance of CXM in today's business landscape
Lecture 5 Key differences between CRM and CXM
Lecture 6 The different channels through which customers interact with businesses
Lecture 7 What is omni-channel CXM ?
Lecture 8 The challenges associated with multi-channel CXM
Lecture 9 The benefits of adopting an omnichannel CX approach
Lecture 10 Best practices for implementing omnichannel CX
Section 2: The 4 Pillars of Omni-channel CXM
Lecture 11 Introduction
Lecture 12 The First Pillar: email, social media, web, and offline touch-points
Lecture 13 The Second Pillar: Calls & Chatbots
Lecture 14 The 3rd Pillar: CRM + Analytics
Lecture 15 The 4th Pillar: Social media publishing + Marketing automation + response manag
Section 3: Measuring the impact of CXM
Lecture 16 Introduction
Lecture 17 The role of metrics in CXM
Lecture 18 First Response Time (FRTs)
Lecture 19 Resolution Time (TATs)
Lecture 20 Service Level Agreements (SLAs)
Lecture 21 Customer Satisfaction (CSAT)
Lecture 22 Net Promoter Score (NPS) Scores
Lecture 23 Agent performance measurement
Section 4: Social Listening, Social CRM, ORM with respect to CXM
Lecture 24 Introduction
Lecture 25 What is Social Listening and Why is it necessary for CXM
Lecture 26 What is Community Engagement (ORM) and it's importance in CXM
Lecture 27 What is social CRM and how it is related to CXM
Section 5: Social listening
Lecture 28 Introduction
Lecture 29 What is Social Listening?
Lecture 30 Why is Social Listening important?
Lecture 31 What are the major applications of social listening
Lecture 32 Social Media Monitoring
Lecture 33 What is the diffrence between social listening and social media monitoring
Lecture 34 What kind of metrics and KPIs can be analysed through social listening?
Lecture 35 How to choose a Social Listening Platform?
Section 6: Online Reputation Management
Lecture 36 Introduction
Lecture 0 What is ORM?
Lecture 0 The Importance of ORM in today's digital age
Lecture 0 Best practices for ORM & response management
Lecture 0 Response management metrics and analysis
Section 7: Certification Quiz!
customer experience professionals,digital marketeers,customer support,community engagament,Business graduates,professionals looking to upskill
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