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Customer Experience Management

NBW

Last Update September 20, 2023

1 already enrolled

About This Course

In the age of the Fourth Industrial Revolution, technology has transformed the way we connect, but the heart of every business remains unchanged: our customers. True success isn’t measured by the product you sell, but by the experience you deliver. Every interaction, every touchpoint, is an opportunity to inspire, engage, and foster loyalty.

This course isn’t just about metrics or tools; it’s about cultivating relationships. It’s about understanding the holistic journey of your customers and using every innovation at our fingertips to enhance it. Together, we’ll move beyond transactions and focus on transformational experiences.

The future belongs to those who place customers at the center of their universe. Let’s not just meet expectations, but elevate them, one experience at a time.

Curriculum

106 Lessons

What is Customer Experience (CX)?

Insights by Shep Hyken

What An Idea!

Not having arranged for any of his connections to be ready to receive and share the OTP

Summary

The Customer Journey

During the pre-purchase stage

Customer Journey

How does the understanding of customer journey help a brand create a positive Customer Experience?

Summary

What is CX?

Let’s look at the botanical garden visit scenario again.

What is the main focus of CX?

Summary

CX Impact on Bottom Line & Brand

Insights by Steve Jobs

What impact does positive CX have on a brand?

Summary

Why CX Needs Managing?

Positive CX can improve customer satisfaction

Which of the following is NOT true about managing CX of your brand?

Summary

CX While Onboarding

CX While Using The Product

The Role Played By Packaging

The Adapt BB sneakers are packaged in a hard cardboard box, with an additional slide-on box layer. 🎁

How does a good unboxing experience form a positive CX about your brand?

Summary

Product Attributes And CX

Raj’s total CX will get influenced by each product’s quality and features and the benefits he will derive from them.

Which of the following product attributes can contribute towards CX?

Summary

User Guides and Self-Service

When you expect your customers to learn product usage independently

What happens if you don’t provide user guides or instruction manuals with products that you expect your customers to use in a self-service format?

Summary

Installation Support

Companies such as Sony, LG, Panasonic, and Phillips have even evolved their installation support as their products have become more sophisticated.

Why do customers feel the need for installation support when they buy a new product?

Summary

Social Proof and Cognitive Dissonance

Geet wondered if instead of an epilator

Insights by Andy Crestodina

How can social proof reduce cognitive dissonance among customers who are anxious about making a purchase?

Summary

CX During After-Sales Service

Accessibility Matters!

And when Basu seeks after-sales support to keep using his car properly, the very first thing that will affect his CX is accessibility.

Insights by Konosuke Matsushita

Which of the following strategy can make customers feel that your after-sales services are more accessible?

Summary

What Is Your TAT?

But more than the refund

How does a short TAT make customers perceive your after-sales services favorably?

Summary

How Good Are They?

To ensure that never happens with your brand

What happens when your customer service technicians are not properly trained to handle service requests and fix your product?

Summary

Service With a Smile

Clear and honest communication supported by positive behavior

Summary

Bot Vs. Human Experience

This way, Zomato saved time and money and optimized its customer support team while maintaining a positive CX for their customer. 😎

Which aspect of after-sales service is best suited for automation?

Summary

CX And Repeat Sales

Bringing Them Back

Another year passed, and it was time for her annual insurance renewal.

Why would a customer choose to come back to a company for a repeat purchase?

Summary

Insights by Walt Disney

What Do They Need

Well, it’s a standard way in which Instagram maintains and improves its CX for millions of users every day.

Insights by Maria Martinez

Why should you ask for customer inputs to make changes in your CX?

Summary

Cross-selling Naturally

If you manage to ignore even those, cross-selling pitches will be made over email and push notifications. 📧

Insights by Tiffani Bova

How can cross-selling add value to the CX of customers who have already bought your product?

Summary

Up-selling To Add Value

It takes interested users to all the premium plans available. ➡

Insights by Seth Godin

Summary

Motivating Referrals

Insights by Jeff Bezos

Before the day was out

Summary

Customer Retention

Course Summary

Assessment

Customer journey begins when the customer decides to buy a product and ends once the customer has made the purchase and successfully used the product.

Why does CX needs to be carefully designed and continually managed for a brand?

Helpful cross-sell suggestions when customers raise service requests positively influence customer’s perception and overall CX with after sales services of a brand.

What is a leading reason for CX management among industry experts?

Customer onboarding is a multi-stage process that improves a customers’ success with your brand offerings, only if completed manually.

A proper onboarding support for a customer impacts the CX by ensuring that the ____________________________________________.

If your product packaging contains detailed user guides and installation instructions, then you need not provide installation support to your customers

Cognitive dissonance is a form of buyer’s remorse in which a customer may feel post-purchase anxiety, feeling uncertain whether they made the right decision to buy your product or not.

How does social proof improve CX and reduce buyer’s remorse?

Up-selling increases the overall CX by helping customers know a more appropriate product or service that would cater to their needs, even if it’s of higher value than their previous choice.

When an existing customer of an apparel brand comes back for a repeat purchase of formal shirts and is presented with recommendations for purchase of neck-tie, trousers, and pocket squares; what kind of CX value-addition happens?

Co-creation is the process of product or service design, in which customers contribute product ideas, designs, content, and much more, thus co-creating the CX with the brand.

Which is the best way to reward customer loyalty?

High customer retention means more customers are staying with you due to positive CX, therefore, generating more opportunities for repeat business.

How can employees offer informed and actionable inputs regarding the onboarding process and help in improving the brand’s CX?

Product attributes such as the quality of material used, relevance of features, and design of the product, influence the overall CX.

_______________________ is the entire process that users go through when they start their journey as customers of your product or service

Reviews on social networking sites can provide organically generated customer feedback which can support directly collected data.

Automated service process for customer communication and information flow shortens the turnaround time (TAT) of your company’s after-sales service.

Your Instructors

NBW

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19 Courses

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9 Students

₹89.00~~₹749.00~~

88% off

Level

Intermediate

Lectures

106 lectures

Subject

Communications Sales

Customer Experience Management

About This Course

Curriculum

What is Customer Experience (CX)?

Insights by Shep Hyken

What An Idea!

Not having arranged for any of his connections to be ready to receive and share the OTP

Summary

The Customer Journey

During the pre-purchase stage

Customer Journey

How does the understanding of customer journey help a brand create a positive Customer Experience?

Summary

What is CX?

Let’s look at the botanical garden visit scenario again.

What is the main focus of CX?

Summary

CX Impact on Bottom Line & Brand

Insights by Steve Jobs

What impact does positive CX have on a brand?

Summary

Why CX Needs Managing?

Positive CX can improve customer satisfaction

Which of the following is NOT true about managing CX of your brand?

Summary

CX While Onboarding

The First Step: Customer Onboarding

The TI team understood that their product was complex

Summary

Insights by Jeff Bezos

Monitoring The Process

Why is it important to monitor the customer onboarding process?

Customer Onboarding Process

Summary

Insights by Kate Zabriskie

Collecting Customer Feedback

You have to identify experience defining events in your onboarding process and approach your customers

When is the best time to collect customer feedback about their experience with your onboarding process?

Ways to Collect Customer Feedback

Summary

Gathering Employees’ Inputs

How can employee inputs help you monitor and measure the effectiveness of your onboarding process?

Insights by Elon Musk

Summary

Generating CX Insights

Throughout this process

Summary

Improving Onboarding Process

If you want to improve the brand experience, you need to share the process feedback with your employees.

What happens when you share CX insights and customer feedback about onboarding process with your employees?

Insights by Bruce Temkin

Summary

CX While Using The Product

The Role Played By Packaging

The Adapt BB sneakers are packaged in a hard cardboard box, with an additional slide-on box layer. 🎁

How does a good unboxing experience form a positive CX about your brand?

Summary

Product Attributes And CX

Raj’s total CX will get influenced by each product’s quality and features and the benefits he will derive from them.

Which of the following product attributes can contribute towards CX?

Summary

User Guides and Self-Service

When you expect your customers to learn product usage independently

What happens if you don’t provide user guides or instruction manuals with products that you expect your customers to use in a self-service format?

Summary

Installation Support

Companies such as Sony, LG, Panasonic, and Phillips have even evolved their installation support as their products have become more sophisticated.

Why do customers feel the need for installation support when they buy a new product?

Summary

Social Proof and Cognitive Dissonance

Geet wondered if instead of an epilator

Insights by Andy Crestodina

How can social proof reduce cognitive dissonance among customers who are anxious about making a purchase?

Summary

CX During After-Sales Service

Accessibility Matters!

And when Basu seeks after-sales support to keep using his car properly, the very first thing that will affect his CX is accessibility.

Insights by Konosuke Matsushita

Which of the following strategy can make customers feel that your after-sales services are more accessible?

Summary