Customer Experience Certification Workshop

The workshop that will help you get the CCXP certification
What you'll learn
The difference between customer experience (CX) and Customer Experience Management (CEM)
The benefits of CEM for an organisation
Customer Journey Mapping
Examples of Best practice firms and how they got to be the best
The link between Customer Experience and Customer Loyalty
The 12-Steps to developing a great CEM programme
How to get Certified (CCXP)
Requirements
None. This course will start a beginner level, but will take you to advanced level.
Description
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 this workshop to clients all over the world for over a decade now. This workshop will take you from learning the basics of Customer Experience, all the way to advanced topics within Customer Experience. Normally charged at $2000 for a workshop, this course is being offered on Udemy at a discounted price! The videos in the workshop are actually edited recordings from actual workshops that I've delivered. 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:What is customer experience (CX) and how to apply it to your organisation What is customer experience management (CEM) and how to adopt it to your organisationLearn about customer journey mapping, Develop a customer journey map (using our template)What it takes to get customers to love your brand (customer loyalty) and how CX fits into itWhat you need to pass the CCXP (Certified Customer Experience Practitioner) certificationWho is this for:Anyone 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 organisationsManagers, business owners, startups, looking to create USPs for their businessWhat's on offerSame value as a $2000 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 UdemyWho 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 London
Overview
Section 1: Introduction
Lecture 1 Participant Introductions
Lecture 2 Which CX Certification are we catering to?
Lecture 3 Origins of CX - Production Era
Lecture 4 Origins of CX - Product Focus
Lecture 5 Origins of CX - Selling Focus
Lecture 6 Origins of CX - Marketing Focus
Lecture 7 Focusing on services
Section 2: CX vs CEM
Lecture 8 Best practice example: the BMW experience
Lecture 9 CX vs. CEM
Lecture 10 Best practice example of CEM
Lecture 11 Best practice example from Disney
Lecture 12 Example of Performing Arts Company (CX vs CEM)
Section 3: Journey Mapping
Lecture 13 Key touch-points: Presales, sales and post sales process
Lecture 14 Examples from pre-sales: Mo the Sales assistant
Lecture 15 Examples from pre-sales: Apple
Lecture 16 Examples from during-sales: Apple - again
Lecture 17 Examples from after-sales: Toshiba
Lecture 18 Expected level of experience
Lecture 19 Moments of Truth
Lecture 20 Owners of touch-points
Lecture 21 Examples of journey maps: Lego, Lancôme, Ikea, etc
Section 4: Journey Mapping: Using the spreadsheet
Lecture 22 Using Spreadsheet
Lecture 23 Sheet 1: Adding the Pre-Sale touch-points
Lecture 24 Additional items
Lecture 25 Sheet 2: Adding the sale process touch-points
Lecture 26 Sheet 3: Inserting the after-sale touch-points
Lecture 27 The Map
Lecture 28 Bonus: Loyalty interactions
Section 5: Loyalty and Customer Experience
Lecture 29 Introduction to loyalty
Lecture 30 Examples of best practice firms
Lecture 31 Benefits of having loyal customers
Lecture 32 Three key levels of loyal customers
Section 6: Loyalty Types
Lecture 33 Basic type of loyalty: behavioural loyalty
Lecture 34 Loyalty Programmes and customer loyalty link
Lecture 35 Loyalty Programmes examined
Lecture 36 Mid-level loyalty: Attitudinal Loyalty
Lecture 37 True loyalty
Lecture 38 Differences between attitudinal and emotional loyalty
Section 7: Case studies from best practice firms
Lecture 39 Best practice examples from other industries
Lecture 40 Brand Love
Lecture 41 Best practice firms (popular brands)
Lecture 42 How Ikea and Zara are using CX to create loyalty
Section 8: Loyalty Strategies
Lecture 43 From Nominal to Preferred State of loyalty
Lecture 44 Loyalty Lifecycle
Lecture 45 Loyalty Management Model Matrix
Lecture 46 Measuring types of loyal customers
Section 9: 12-Steps to develop Great Customer Experiences
Lecture 47 Step 1: Senior Management's Focus on Customer Experience
Lecture 48 Step 2: Focus on Employees
Lecture 49 Step 2: Best Practice examples from Singapore Airlines and Microsoft
Lecture 50 Step 3: Develop journey maps
Lecture 51 Step 4: Find out customer expectations
Lecture 52 Step 5: Benchmark competition
Lecture 53 Best practice example from Zara
Lecture 54 Step 6: Long-term customer experience planning
Lecture 55 Step 7: Brand Experience
Lecture 56 Step 8: Quality Leadership
Lecture 57 Step 9: Customer Interface
Lecture 58 Step 10: Integrate all functions to focus on customer experiences
Lecture 59 Step 11: Post Usage Experience
Lecture 60 Step 12: Continuously Innovating Experiences
Section 10: Conclusion & Certification
Lecture 61 Membership to Global CX Community
Lecture 62 Certification Process
Lecture 63 FREE WEBINAR on Digital Entrepreneurship
Lecture 64 Invitation to attend CX summit
Customer Engagement Managers / Directors,Business Owners & Entrepreneurs,Customer Service Managers / Directors,Customer Experience Managers / Directors,Head / Director of Customer Insights,Social Media Managers,Senior Marketing Managers / Directors,Chief Customer Officers,Vice President of Marketing,General Manager,Director of Business Development,Director of Operations,Directors / MDs / CEOs,Brand Managers,Senior Executives
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