Professional Certificate in Customer Experience & Advocacy
-- ViewingNowThe Professional Certificate in Customer Experience & Advocacy is a crucial course designed to empower professionals in delivering exceptional customer service and fostering customer loyalty. With the increasing industry demand for customer-centric approaches, this course equips learners with essential skills to drive growth, improve customer satisfaction, and create brand advocates.
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• Understanding Customer Experience (CX): An overview of the concept of customer experience, its importance, and the role of a customer experience professional.
• Customer Journey Mapping: Techniques for mapping customer journeys, identifying pain points, and optimizing touchpoints.
• Customer Feedback Analysis: Methods for collecting, analyzing, and acting on customer feedback to improve CX.
• Voice of the Customer (VoC) Programs: Designing and implementing voice of the customer programs to gather insights and drive customer-centric decision-making.
• Customer Experience Metrics & KPIs: Introduction to key customer experience metrics, such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Effort Score (CES), and how to use them to measure and improve CX.
• Customer Experience Strategy: Developing a customer-centric strategy, including setting goals, aligning teams, and measuring success.
• Designing for Customer Experience: Principles of customer-centric design, including user experience (UX) design, service design, and experience design.
• Building a Customer-Centric Culture: Techniques for fostering a customer-centric culture within an organization, including training, communication, and incentives.
• Customer Advocacy & Loyalty: Strategies for turning satisfied customers into advocates, and building customer loyalty to drive business growth.
Note: This list is not exhaustive, and additional units may be included based on the specific goals and requirements of the professional certificate program.
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- BasicUnderstandingSubject
- ProficiencyEnglish
- ComputerInternetAccess
- BasicComputerSkills
- DedicationCompleteCourse
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- ThreeFourHoursPerWeek
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- TwoThreeHoursPerWeek
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