This course is designed for those interested to learn the basics of customer experience, together with being CCXP certified, and examples of firms with the best practices.
Read more.Instructor
Dr Osman Khan is one of the world’s leading management & marketing experts.
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Who this course is for:
- Customer Engagement Managers / Directors
- Business Owners and Entrepreneurs
- Customer Service Managers / Directors
- Customer Experience Managers / Directors
What you’ll learn:Â
- The difference between customer experience or CX and Customer Experience Management or CEM
- The benefits of CEM for an organisation
- Customer Journey Mapping
- Examples of best practice firms and how they got to be the best
Requirements:Â
- No prior knowledge is required to take this course.Â
I have been delivering this workshop to clients all over the world for over a decade now. This workshop will take you from learning the basics of Customer Experience, all the way to advanced topics within Customer Experience. Â
The videos in the workshop are actually edited recordings from actual workshops that I’ve delivered. That means you will get the same value, as someone who attended the live version of the workshop.Â
Customer Experience is fast becoming the industry standard in marketing, and HR – employee experience. Many companies have set up departments within their organisations to focus on Customer Experience. Companies have even set up Director and VP level positions for Customer Experience. Â
Unfortunately there aren’t too many people who have much knowledge on Customer Experience. Consequently, the demand for people with customer experience knowledge, and certification, is very high.
Our Promise to You
By the end of this course, you will have learned about being CCXP certified.
10 Day Money Back Guarantee. If you are unsatisfied for any reason, simply contact us and we’ll give you a full refund. No questions asked.
Get started today and learn more about the customer experience.
Course Curriculum
| Section 1 - Introduction | |||
| Downloadable Resources | 00:00:00 | ||
| Origins Of CX – Production Era | 00:00:00 | ||
| Origins Of CX – Product Focus | 00:00:00 | ||
| Origins Of CX – Selling Focus | 00:00:00 | ||
| Origins Of CX – Marketing Focus | 00:00:00 | ||
| Focusing On Services | 00:00:00 | ||
| Section 2 - CX Vs CEM | |||
| Best Practice Example – The BMW Experience | 00:00:00 | ||
| CX Vs CEM | 00:00:00 | ||
| Best Practice Example Of CEM | 00:00:00 | ||
| Best Practice Example From Disney | 00:00:00 | ||
| Section 3 - Journey Mapping | |||
| Key Touch-points: Presales, Sales And Post Sales Process | 00:00:00 | ||
| Examples From Presales: Mo The Sales Assistant | 00:00:00 | ||
| Examples From Presales: Apple | 00:00:00 | ||
| Examples From During-Sales: Apple – Again | 00:00:00 | ||
| Examples From After-Sales: Toshiba | 00:00:00 | ||
| Expected Level Of Experience | 00:00:00 | ||
| Moments Of Truth | 00:00:00 | ||
| Owners Of Touch-Points | 00:00:00 | ||
| Examples Of Journey Maps: Lego, Lancôme, Ikea, etc | 00:00:00 | ||
| Section 4 - Journey Mapping - Using The Spreadsheet | |||
| Using Spreadsheet | 00:00:00 | ||
| Sheet 1 – Adding The Pre-Sale Touch-Points | 00:00:00 | ||
| Additional Items | 00:00:00 | ||
| Sheet 2: Adding The Sale Process Touch-Points | 00:00:00 | ||
| Sheet 3: Inserting The After-Sale Touch-Points | 00:00:00 | ||
| The Map | 00:00:00 | ||
| Bonus-Loyalty Interactions | 00:00:00 | ||
| Section 5 - Loyalty And Customer Experience | |||
| Introduction To Loyalty | 00:00:00 | ||
| Examples of Best Practice Firms | 00:00:00 | ||
| Benefits Of Having Loyal Customers | 00:00:00 | ||
| Three Key Levels Of Loyal Customers | 00:00:00 | ||
| Section 6 - Loyalty Types | |||
| Basic Type Of Loyalty – Behavioural Loyalty | 00:00:00 | ||
| Loyalty Programmes And Customer Loyalty Link | 00:00:00 | ||
| Loyalty Programmes Examined | 00:00:00 | ||
| Mid-Level Loyalty – Attitudinal Loyalty | 00:00:00 | ||
| True Loyalty | 00:00:00 | ||
| Differences Between Attitudinal And Emotional Loyalty | 00:00:00 | ||
| Section 7 - Case Studies From Best Practice Firms | |||
| Best Practice Examples From Other Industries | 00:00:00 | ||
| Brand Love | 00:00:00 | ||
| Best Practice Firms Popular Brands | 00:00:00 | ||
| How Ikea And Zara Are Using CX To Create Loyalty | 00:00:00 | ||
| Section 8 - Loyalty Strategies | |||
| From Nominal To Preferred State of Loyalty | 00:00:00 | ||
| Loyalty Lifecycle | 00:00:00 | ||
| Loyalty Management Model | 00:00:00 | ||
| Measuring Types Of Loyal Customers | 00:00:00 | ||
| Loyalty Management Model | 00:00:00 | ||
| Section 9 - 12 Steps To Develop Great Customer Experiences | |||
| Step 1: Senior Management’s Focus On Customer Experience | 00:00:00 | ||
| Step 2: Focus On Employees | 00:00:00 | ||
| Step 2.1: Best Practice Examples From Singapore Airlines And Microsoft | 00:00:00 | ||
| Step 3: Develop Journey Maps | 00:00:00 | ||
| Step 4: Find Out Customer Expectations | 00:00:00 | ||
| Step 5: Benchmark Competition | 00:00:00 | ||
| Best Practice Example From Zara | 00:00:00 | ||
| Step 6: Long-Term Customer Experience Planning | 00:00:00 | ||
| Step 7: Brand Experience | 00:00:00 | ||
| Step 8: Quality Leadership | 00:00:00 | ||
| Step 9: Customer Interface | 00:00:00 | ||
| Step 10: Integrate All Functions To Focus On Customer Experiences | 00:00:00 | ||
| Step 11: Post Usage Experience | 00:00:00 | ||
| Step 12: Continuously Innovating Experiences | 00:00:00 | ||
Course Review
4.0
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CCXP Certification With The Customer Experience Workshop
The course was well-delivered and informative.