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所在平台: Udemy |
课程主页: https://www.udemy.com/course/customer-experience-management-for-business/
课程评论：没有评论
课程名称：商业客户体验管理 概述：客户体验管理是通过每个实体和数字接触点管理客户互动，以提供个性化体验，从而推动品牌忠诚度和增加收入。品牌通过软件、分析、研究和数据管理系统的组合来实现客户体验管理。构建客户体验战略的关键步骤是在制定战略之前，客户体验负责人应了解品牌目前在客户心中的形象以及未来愿景，通过与利益相关者获得信息来实现这一点。客户体验倡议的第一步是进行情况分析，这需要定性和定量研究，包括深入的客户和员工/利益相关者访谈、调查、网站分析数据以及用户研究。 计算净推荐值（NPS）是衡量客户体验的主要方法之一。净推荐值是一个衡量客户满意度的基准，反映客户向朋友推荐你业务的可能性。另一个技术是分析客户旅程分析，这将帮助你衡量客户体验并理解客户的整个旅程。进行客户调查以及确定客户流失率也是非常重要的工作。 该课程将指导学员如何有效管理客户体验，提升品牌价值和客户满意度。
Customer experience management is the management of customer interactions through each physical and digital touch point in order to deliver personalize experiences that drive brand loyalty and increase revenue, Brands accomplish customer experience management through a combination of software, analytics, research and data - management systems.There are some key ways to build a customer experience strategy for your organization, before you start to develop a customer experience strategy, the customer experience lead should uncover how the brand is currently experienced by customers and what the vision is for the future, its better you get information from your stakeholders. The first step in customer experience initiative is to perform a situation analysis using qualitative and quantitative research, including in-depth customer and employee/ stakeholders interviews, surveys, web analytics data, and user studies.Calculating the net promoter score is one of the main methods to measure customer experience..the net promoter score is a customer satisfaction benchmark that measure how likely your customers are to recommend your business to friends. Another technique is to use analyze customer journey analytics, this will help you measure customer experience and understanding of your customers journey. It is also very important to conduct customer surveys and also determined customer churn rate.
