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所在平台: Udemy |
课程主页: https://www.udemy.com/course/omnichannel-customer-experience-management/
课程评论：没有评论
课程名称：全渠道客户体验管理（CX） 课程概述： 在当今用户期望通过多个设备获得个性化体验的世界中，掌握全渠道客户体验（CX）变得至关重要。本课程为期3小时，提供了关于如何制定无缝客户体验战略的深入见解。课程专注于全渠道客户，强调客户旅程的变化，客户不再只是直线式地从A点移动到B点，而是通过多个渠道进行交互，并且往往是交替和同时使用这些渠道。这就要求不同渠道之间能够协同工作，以实现积极且无缝的客户体验，从而凸显了全渠道CXM的必要性。 在传统的客户体验框架下，许多企业无法满足当今客户的需求，导致客户体验分散，进而造成巨大的收入损失。本课程将教您如何制定全面的全渠道客户体验管理战略，使您的企业能够在所有渠道之间提供顺畅且无缝的客户体验。 课程内容包括： 1. 了解您的客户（KYC）：使用各种方法和工具深入了解您的核心客户群体，分析客户的基本信息、行为、习惯、态度和偏好。这些洞察将成为您CXM战略的基础。包括定量与定性研究、客户分析和用户行为追踪工具的使用，以及如何开发有力的买家角色和客户旅程地图。 2. 实现渠道间的一致性：通过在各个渠道间实施一致性，使您的业务渠道能够协同工作，从而在客户切换渠道时提供更顺畅的体验。本节将讨论一致性的四个支柱：设计与美学、分类、术语和功能。 3. 技术利用与整合：探讨技术在全渠道CXM中的重要性及其在战略中扮演的两个关键角色。学习如何利用技术最有效地服务于企业和客户，同时考虑在选择投资哪些技术时需要注意的要点。 4. 解决组织结构问题：观察传统经营模式对企业实现无缝全渠道体验的负面影响，学习在调整组织结构时的八个最佳实践，以更好地提供无缝的全渠道客户体验。 5. 与客户建立牢固的关系：了解在全渠道生态系统中如何建立牢固的客户关系，以及如何在众多渠道中实现个性化体验。此外，讨论单一客户视图的概念、在达到这一目标过程中的障碍以及克服这些障碍的步骤。 快来报名参加这个课程，开始提供客户如今所需的无缝全渠道体验吧！期待在第一次讲座上见到您。
"In a world where users expect personalized experiences across multiple devices, mastering omnichannel CX is crucial. This 3-hour course offers insights into developing a seamless Customer Experience Strategy." SMOKE Customer IntelligenceWelcome to this course on Customer Experience Management (CXM), with a specific focus on Omnichannel customers.The customer journey map is changing, it's no longer a straight line that goes from point A to point B. Customers now use multiple channels when interacting with businesses and most importantly, they use them interchangeably and simultaneously, which means that there is a need for these different channels to work cohesively together in order to deliver positive and seamless customer experiences, thus the need for Omnichannel CXM. Businesses following dated and traditional CX frameworks are failing to cater to the needs of customers today, resulting in disjointed and negative customer experiences that are costing huge losses of revenue. In this course, you will learn how to develop a comprehensive Omnichannel Customer Experience Management Strategy that will allow your business to provide a smooth and seamless customer experience across all channels.The strategy is broken down to the following sections:1. Know Your Customer (KYC): We will cover the various methods and tools that can be used to gain a meticulous understanding of your business's most important customer group(s)You will learn how to uncover key customer insights such as demographics, behaviors, habits, attitudes, preferences and more. These insights will serve as the foundation of your CXM strategyThe methods in this section include: Quantitative & Qualitative Research, Customer Analytics & User Behavior Tracking Tools, additionally you will learn how to develop robust Buyer Personas & Customer Journey Maps2. Implement Consistency Across Channels: The process of making your business's channels work cohesively together through implementing consistency among them, resulting in a smoother customer experience when changing between channelsIn this section, we will cover the 4 pillars of consistency: 1) Design & Aesthetics 2) Categorization 3) Terminology 4) Functionality3. Technology Utilization & Integration: We will discuss the importance of Technology in Omnichannel CXM and the 2 key roles it plays in your strategyYou will learn how to use technology to best serve your business and customersThe key points you need to consider when choosing which technologies to invest in for your organization4. Address your Organization's Structure: We will observe the negative effects of legacy operating systems on a business's efforts in achieving seamless omnichannel experiencesYou will learn the 8 best practices when taking on the challenging but necessary task of shifting an organization's structure to be better equipped in providing a seamless omnichannel customer experience 5. Build Strong Relationships With Your Customer: We will observe how building strong customer relationships looks like in an omnichannel ecosystemHow to achieve personalization when so many channels exist Finally, we will cover the notion of the Single Customer View, the obstacles you'll face when aiming to achieve it and the steps you can take to overcome these obstaclesEnroll in this course to start delivering a seamless omnichannel experience that is crucial for customers today! I look forward to seeing you in the first lecture.
