|
所在平台: Udemy |
课程主页: https://www.udemy.com/course/journeymaps/
课程评论：没有评论
课程名称：客户体验旅程映射 概述： 在现代市场营销和人力资源管理中，客户体验正迅速成为行业标准。许多企业专门设立了客户体验部门，并在高层管理中设立了相关职务。然而，具备客户体验知识的人才仍然稀缺，因此对拥有客户体验知识（及认证）的人才需求非常高。该课程旨在通过客户旅程映射的方式，帮助学员开发卓越的客户体验。 本课程由一位在全球范围内为不同规模的公司提供客户体验工作坊的专家主讲，包括从初创企业到财富500强公司。课程提供了一个客户旅程映射工具包，学员将学习如何使用该工具包来制定自己的旅程地图，从而识别接触点及其改善客户体验的方式。 学习要点： - 了解客户旅程映射的概念 - 使用模板创建客户旅程地图 - 学习接触点的识别及其主要负责人的甄别 - 识别我们能够控制的接触点 - 识别关键接触点 适合人群： - 希望提高企业客户体验的人士 - 期望提升客户满意度与忠诚度的管理人员 - 寻求职业晋升的市场营销和人力资源人员 - 客户服务领域的从业者，希望获取更深知识的人士 - 有意获得CCXP认证以便职业转型或发展的人士 - 对提升企业业绩感兴趣的人士 课程亮点： - 提供与500美元现场工作坊相同的价值 - 可以使用的客户体验工具 - 可下载的客户旅程映射工具包 - 由客户体验领域的先驱专家授课 - 获得CCXP认证所需的知识 - 基于个人经验和最新市场研究的课程内容 - 成为英国客户管理学会的校友 - 完成后获颁客户管理学会证书 授课讲师背景： - 拥有英国知名大学的市场营销博士学位 - 在客户服务领域拥有超过20年的经验 - 曾在全球范围内为各类型的公司提供咨询和培训 - 著有三本关于客户体验的书籍 - 被誉为全球领先的客户体验和客户忠诚度专家 本课程适合各种高层管理人员，包括客户互动经理、公司领导、客户体验负责人、首席客户官等。学员将不仅掌握客户旅程映射的工具和技巧，还有机会提升其职业发展。
Customer Experience is fast becoming the industry standard in marketing, and HR (employee experience). Many companies have set up departments within their organisations to focus on Customer Experience. Companies have even set up Director and VP level positions for Customer Experience. Unfortunately there aren't too many people who have much knowledge on Customer Experience. Consequently the demand for people with customer experience knowledge (and certification) is very high.I have been delivering customer experience workshops to clients all over the world for over a decade now. This includes from startups to Fortune 500 companies. The customer journey mapping course is a critical process in developing a great experience for your customer (the customers can be shoppers, employees, business partners, citizens, tourists, patients, etc). Based on extensive research, we have developed a customer journey mapping toolkit. This course will give you access to that toolkit, and teach you how to use the toolkit to develop your own journey maps. Customer journey maps will allow you to identify touch-points (or points of interaction), who owns these, how much control we have over these, and how to improve the customer's experience.This workshop is part of the larger Customer Experience Certification Workshop course, which helps you to learn Customer Experience in depth, and to prepare for the CCXP certification. Some of the videos in the workshop are actually edited recordings from actual workshops that I've delivered (for over $500). That means you will get the same value, as someone who attended the live version of the workshop.What will you learn from this workshop:Learn about customer journey mapping,Develop a customer journey map (using our template)Learn about touch-pointsIdentify key owners of touch-pointsLearn which touch-points we have control overIdentify Critical Touch pointsWho is this for:Those who want to improve the customer's experience with an organisationManagers looking to improve customer satisfaction and loyaltyAnyone looking to improve their career within marketing and HRPeople working in the customer services domain, looking to get advanced knowledgeAnyone interested in getting CCXP certification for career change / progressionThose who are interested in improving the business performance of their organisationsWhat's on offerSame value as a $500 workshop delivered in personCustomer Experience tools which you can useCustomer Journey Mapping toolkit (just download and use)Taught by one of the pioneering experts within customer experienceKnowledge to get CCXP certificationTaught based on personal experience and the latest market researchBecome an Alumni of the Institute of Customer Management (UK)Certificate of completion from the Institute of Customer ManagementWho teaches thisPhD in Marketing from one of the leading universities in the UKMBA, with over 20 years of experience in customer servicesLondon based consultant and trainer, who has worked all across the globe with all types and sizes of companiesAuthor of 3 books on customer experienceOne of the leading customer experience and customer loyalty experts in the worldFormer Director of an MBA programme at a leading London UniversityFormer professor at leading universities in the world (including Harvard and Bradford)Former VP of a leading consultancy company in LondonWho this course is for:Customer Engagement Managers / DirectorsBusiness Owners & EntrepreneursCustomer Service Managers / DirectorsCustomer Experience Managers / DirectorsHead / Director of Customer InsightsSocial Media ManagersSenior Marketing Managers / DirectorsChief Customer OfficersVice President of MarketingGeneral ManagerDirector of Business DevelopmentDirector of OperationsDirectors / MDs / CEOsBrand ManagersSenior Executives
