Customer Experience

Overall goal:

• Understand the different terms in the field of customer experience management.

• How to process and analyze information and data related to customers.

• The concept of customer loyalty and how to achieve and maintain customer satisfaction.

• Understand the impact of customer experience management on business performance (sustainability, growth, profit, efficiency and sales).

• Analyze customer experience by using different measurement methodologies (Voice of the Customer, customer satisfaction measurement and customer satisfaction indicators).

Course topics:

• Basic principles of customer experience management.

• Understand the customer's mindset.

• Evaluate, interpret and measure customer experience.

• Develop, design and implement customer experience strategies.

• A methodology for creating content capable of achieving engagement with customers.

• Mapping the customer journey from his beginning as a potential customer until reaching a permanent and ongoing customer.

• How the customer makes a purchasing decision and ways to simulate the customer’s ways of thinking and processing information.

• Measuring the feasibility of implementing customer experience management within the organization.

• How to create long-term client relationships.

• Presenting the experiences of some companies in applying customer experience management.

Target groups

• Those responsible for managing the website, whether it is a private website or a company website, or designing and building websites for others.

• Project managers, designers, product managers and marketers.

• People who want to build an exciting customer experience that drives real results

• Marketing and sales employees, especially electronic marketing employees for products and services.

• Owners of websites and social media pages.

• Merchants and entrepreneurs who sell products and services through websites and social media sites.

• Responsible for publishing websites and implementing electronic marketing campaigns.

• Marketing managers, product and brand managers.