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所在平台: Udemy |
课程主页: https://www.udemy.com/course/cx-management/
课程评论：没有评论
课程名称：客户体验（CX）管理基础 课程概述：在这门课程中，您将学习如何在组织中管理客户体验。课程将从客户体验和体验管理的定义入手。接着，您将学习如何制定客户体验战略及其重要要点。我们将重点介绍客户体验管理的四个步骤：创建以客户为中心的文化、理解客户期望、渠道管理和情感体验。在一段视频中，我们将深入探讨客户旅程映射，并提供相关模板。课程还将聚焦客户体验管理的两个重要主题：投诉管理和体验测量。在这些部分，您将学习如何管理客户投诉及其解决方案，以及服务恢复流程的细节。因为要管理体验，必须进行测量。在测量部分，您将学习诸如净推荐值（NPS）、客户满意度得分（CSAT）和客户努力得分（CES）等关键客户体验测量指标。此外，您还将了解一些影响客户体验的运营指标。课程最后，我们将讨论经验管理的未来和下一步行动。课程中还包含模板、练习和额外阅读资料。如果您在客户体验、客户服务、销售、市场营销部门工作，或者您正在经营一家初创公司，本课程将帮助您理解客户并学习如何设计和管理他们的体验。您不仅能看到定义和解释，还能了解到全球的最佳实践。
In this course you'll learn how to manage customer experience in organizations. We'll start with the definitions of customer experience and experience management. You'll learn how to create customer experience strategy and important points. Then we'll go through the 4 steps of customer experience management: Creating Customer Centric Culture, Understanding Customers'. Expectations, Channel Management and Emotional Experience. We'll go deeper to Customer Journey Mapping in one video. Also you'll reach customer journey mapping templates. We'll focus two more important topics of customer experience management. These are complaint management and experience measurement. In these sections you'll learn how to manage customer complaints, how you should solve them and details of service recovery process. You can't manage if you don't measure. In measurement section, you'll learn key customer experience measurement metrics such as Net Promoter Score (NPS), Customer Satisfaction Score (CSAT) and Customer Effort Score (CES). Also you'll be aware of some operational metrics that effect customer experience. We'll finish the course with next steps and future of experience management. You'll find templates, exercises and additional readings in the course. If you're working for customer experience, customer service, sales, marketing departments or you're running a startup, this course will help you to understand your customers and learn how you should design and manage their experiences. Not only you'll see the definitions and explanations, but also you'll able to see best practices from all around the world too.
