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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โข Understanding Customer Experience (CX): An overview of the concept of customer experience, its importance, and the role of a customer experience professional.
โข Customer Journey Mapping: Techniques for mapping customer journeys, identifying pain points, and optimizing touchpoints.
โข Customer Feedback Analysis: Methods for collecting, analyzing, and acting on customer feedback to improve CX.
โข Voice of the Customer (VoC) Programs: Designing and implementing voice of the customer programs to gather insights and drive customer-centric decision-making.
โข 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.
โข Customer Experience Strategy: Developing a customer-centric strategy, including setting goals, aligning teams, and measuring success.
โข Designing for Customer Experience: Principles of customer-centric design, including user experience (UX) design, service design, and experience design.
โข Building a Customer-Centric Culture: Techniques for fostering a customer-centric culture within an organization, including training, communication, and incentives.
โข 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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