What is Customer Experience?
- Definition and importance of customer experience
- The difference between customer experience and customer service
- Examples of successful customer experiences
Customer Journey Mapping
- What is the customer journey?
- How to create a journey map?
- Practical work: Creating a customer journey map
Understanding and Managing Customer Expectations
- Analysis of customer expectations
- Ways to exceed expectations
Collection and Analysis of Customer Feedback
- Methods for collecting feedback
- Analysis of feedback and action plans
- Examples of survey design and customer surveys
Creating a Customer Experience Strategy
- Components of a customer experience strategy
- Strategizing process and tips
- Group work: Create your own customer experience strategy
Customer Experience Improvement Techniques
- Methods of continuous improvement
- Proactive and reactive customer service
Customer Experience in Digital Channels
- Digital customer experience trends
- Experience management through social media, websites, and mobile applications
Customer Experience and Brand Loyalty
- The relationship between customer experience and brand loyalty
- Loyalty programs and customer retention strategies
