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所在平台: Udemy |
课程主页: https://www.udemy.com/course/customer-experience-management-customer-journey-mapping/
课程评论：没有评论
课程名称：客户体验管理 - 客户旅程映射 概述：本课程旨在通过理解客户旅程映射，从而转变您的客户体验，找到问题区域并解决它们。您将学习如何建模客户体验，以理解客户在与您业务的接触点上的行为、动机、期望、感知和障碍，从而提高客户满意度、增加客户忠诚度、降低客户服务成本、吸引新客户，并实现卓越的客户体验。卓越的客户体验已成为下一个竞争战场，能够在客户体验方面脱颖而出的企业将优于竞争对手，因此，客户体验管理是每个企业的重要目标。 客户旅程映射是任何客户体验转型项目的基础步骤，能够帮助您理解当前状态、基准表现、发现客户体验中的问题和挑战，识别不足的互动、缺失的接触点、关键时刻和挫折时刻，以及发现表现不佳的渠道。可视化客户旅程有助于理解客户在旅程中移动的原因、激励因素、期望、情感和面临的障碍。这样，组织和客户体验专业人士可以重新定位、重新设计、重新调整和优化流程、服务和产品，以满足客户不断变化的需求，并创建以客户为中心的文化。 加入本课程，您将学习客户旅程映射的实际应用，不仅理解当前的体验，还能设计未来的体验，并转变组织的文化与思维方式，迈向以客户为中心的发展道路。课程将由CXDeployer的开发团队授课，这是全球首个集成的客户旅程映射软件。 课程保证：您将获得终身访问权限，无论是课程讲座、培训材料、手册还是测验。此外，您还将获得一对一支持，帮助解答您遇到的任何问题。本课程还附带退款保证，让您无后顾之忧，尽情收获。 本课程使用免费的在线客户旅程映射工具CXDeployer，确保所有学生都能参与培训活动。若您找到类似质量、价格和内容的课程，我们保证您将获得CXDeployer的免费终身订阅，包括所有当前和未来的功能。 LateralSkills的LEARN, APPLY, GROW方法：课程基于LateralSkills的学习、应用、成长技术，这一方法旨在确保您在客户旅程映射方面的最佳学习。课程内容包括客户体验的基础概念、客户旅程管理、接触点、渠道、关键时刻、客户旅程地图的类型及要素、创建客户旅程地图的实际步骤等。 课程包含： - 高质量的视频讲座，简单明了地解释每个术语 - 增强知识记忆的培训活动 - 验证学习效果的测验 - 完全可编辑的模板 - 可下载的手册 - 一对一支持 - 课程内容的终身访问权限 这是市场上最详尽的客户旅程映射培训课程，如果您找到类似价格和内容的课程，我们保证您将获得CXDeployer的免费终身订阅，包含所有当前和未来的功能。
LEARN HOW TO TRANSFORM YOUR CUSTOMER EXPERIENCE BY UNDERSTANDING AND CUSTOMER JOURNEY MAPPING, FINDING PROBLEM AREAS, AND THEN SOLVING THEM.Discover how to model customer experience to understand customer actions, motivations, expectations, perceptions, and barriers across touchpoints with your business, enabling you to improve customer satisfaction, increase customer loyalty, lower the cost of customer service and acquire new customers and achieve excellence in customer experience.The customer experience is the next competitive battleground and the businesses that excel at customer experience outperform their competitors. Therefore, customer experience management is the top priority and the most significant objective of every business.Customer journey mapping is the foundation step of any customer experience transformation program to understand the current state, baseline the current performance, uncover issues and challenges to customer experience, identify failing interactions, missing touchpoints, moments of truth, and moments of frustration and discover underperforming channels.Visualizing the customer journey makes it easier to understand what makes customers move through, what motivates them, their expectations, their emotions, and what obstacles they face along their journey. Thus, enabling organizations and customer experience professionals to reorient, redesign, realign, and optimize their processes, services, offerings with changing customer needs and create a customer-centric culture.Join this course and learn a practical application of customer journey mapping and not only understand current experience but also design the future experience and shift the organization's culture and mindset to customer-centricity.Join and learn from the brains behind the CXDeployer! - World's 1st Integrated Customer Journey Mapping Software.Our Guarantee:You get lifetime access, with no expiration, to all course lectures, training materials, handouts, and quizzes. Moreover, you will also receive 1-on-1 support for any questions, queries, clarifications, or confusion that come up. All this comes with a money-back guarantee so nothing to lose and only to gain so much.This training course makes use of CXDeployer- a free online customer journey mapping tool- instead of a paid tool to ensure all students have access to the training activities.If you get this course with a similar quality, price and content, we guarantee that you will get a LIFETIME subscription of CXDeployer with ALL the current and future features for FREE.We have built the CXDeployer so you can be assured of this guarantee.The LateralSkills's LEARN, APPLY, GROW approach.The course is based on LateralSkills's LEARN, APPLY, GROW technique - a method that we have developed and practice for all of our training programs both in-house as well as virtual training programs.This approach will ensure that you the best learning on customer journey mapping, application of customer journey mapping in real-life scenarios, and enabling you to grow your professional skills on the customer journey and experience mapping.LEARN: First, we will demystify the foundation concepts with several real-life examples. You will also learn WHAT, WHY, HOW, and WHEN to use each concept.APPLY: Once you fully understand the concepts and techniques, we will take you step-by-step through KNOW-HOW with real-world scenarios so that you can learn how to apply it in your examples. You will also go through continuous assessment, activities, and cases to integrate the new knowledge into your skills. This will also ensure the validation of your understanding of various concepts.GROW - You can put the newly acquired skills in your profession and advance your career. You will get all the supports from us to ensure application in your scenarios.What is included in this course?You will learn the foundation of concepts on customer experience, customer journey management, touchpoint, channels, moments of truth, type of customer journey maps, elements or anatomy of the customer journey map, practical steps to create a customer journey map, and beyond.High-quality video lectures with the simplest explanation of each jargonClear, concise and to-the-point lecturesTraining activities to increase knowledge retentionQuizzes to validate your learning and understanding of each topicFully Editable TemplatesDownloadable handouts1-on-1 supportLifetime Access to training contentThis is the most comprehensive customer journey mapping training course on the market and If you get this course with a similar price and content, we guarantee that you will get a FREE LIFETIME subscription of CXDeployer with all current and future features.
