Customer Experience Management – Foundation Course

Published 3/2024
MP4 | Video: h264, 1920×1080 | 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 todays 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 its 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 todays 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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