Objective:
The objective of this lesson is to equip learners with the foundational CX (Customer Experience) skills necessary for proficiency in personal and professional settings. By the end of this lesson, learners will understand the core components of CX, how to apply CX principles to enhance customer interactions, and how to utilize feedback to improve the overall customer journey. This practical knowledge will be applicable in real-world scenarios, enabling learners to actively improve the experiences they provide to customers.
Comprehensive Content Overview:
- Customer Journey Mapping: Understanding the customer’s experience from initial contact through the ongoing relationship..
- Emotional Intelligence: Recognizing and responding to customers’ emotional states..
- Customer Feedback: Gathering and analyzing customer feedback to drive improvements..
- Personalization: Tailoring experiences to individual customer needs and preferences..
- Problem-Solving: Addressing and resolving customer issues effectively..
- Metrics and Analytics: Using data to measure and enhance CX..
In-depth Explanations with Actionable Insights:
Customer Journey Mapping
Customer journey mapping involves creating a visual representation of the customer’s experience with your product or service. This map should include every touchpoint the customer has with your company, from discovering your product to post-purchase support.
Actionable Insight: Create a customer journey map by listing all touchpoints and identifying areas of friction. For example, if customers often contact support after a purchase, investigate this touchpoint to understand why and how it can be ...
