Building a Successful Customer Experience Program

Course Details

In markets saturated with options, customer experience has become a key differentiator for companies. Implementing a customer experience strategy means taking an interest in the different interactions that customers have with the company and making them as positive as possible, in order to engage customers with the brand. The challenge for the company is therefore to create a remarkable experience that is consistent with its brand positioning. In this three-part course, you will discover the keys to developing a relevant, inspiring and loyal customer experience.

What you’ll learn

• This three-part course will help you understand the challenges of an omnichannel strategy; Distinguishing between the different types of customer expectations.
• Carry out customer segmentation and customer portraits; formalize and analyze the customer journey; visualize the keys to a memorable customer experience.
• Set up service standards; Identify means of customer loyalty; monitor customer satisfaction; handle customer complaints.