ISM Endorsed Customer Experience (CX) and Brand Activation Professional

Overview:

Introduction:

Every encounter at every customer touchpoint needs to be outstanding for there to be a fantastic customer experience. The customer experience (CX) refers to developing and skillfully controlling your consumers' feelings. In actuality, every single connection that takes place between a company and its clients tends to arouse some sort of feeling. The degree to which you carefully plan, design, and carry out the customer experience will determine whether that feeling is intense frustration or pure delight.

Everything you require to establish a customer-centric culture and develop a practical customer experience framework for your business is covered in this course. By focusing on the subject, you may determine your customer service efficacy, develop CX strategies, evaluate your CX projects, and identify areas for improvement.

Course Objectives:

At the end of this course, the participants will be able to:

• Secure repeat business and company growth, specify the extent of customer service, and assess its efficacy.
• Understanding customer experience management can help you design outstanding customer experience programs and react to shifting consumer expectations.
• Develop customer experience strategies and employ empathy to produce appealing goods and services and positive customer encounters.
• Identify issues, develop solutions, and implement corrective measures, evaluate customer experience performance.
• Establish a customer-centric culture, and improve customer experience processes.

Targeted Audience:

• Many different customer service, marketing, PR, communications, sales, and operations professionals will be interested in the course. It targets professionals who want to comprehend the significance and function of the customer experience, design and implement CX initiatives, and increase their competencies in sales and marketing.

Course Outlines:

Unit 1: Customer service effectiveness  

• Customer service definitions   
• Understanding the customer’s problem
• The current customer mindset
• Top 10 reasons hindering CX improvement
• The effect of improving CX
• The secret sauce for CX effectiveness  
• Building an uplift service culture
• Measuring customer service effectiveness

Unit 2: Fundamentals of customer experience    

• Steps to creating a great CX program
• Identifying CX killers
• Adapting to changing consumer expectations
• Diagnosing your company’s CX problems
• Core elements of a great CX
• The role of empathy in CX  
• The brand proposition and CX

Unit 3: Deploying your CX Plan    

• Customer strategy definition 
• Creating a customer persona  
• Identifying employee personas
• Business process versus customer journey 
• Mapping the customer journey
• Understanding what constitutes a touchpoint
• Creating a journey map
• Foundations of experience design  
• Emotion-mapping your touchpoints
• Digital customer experience
• Auditing your website
• Auditing your digital marketing initiatives  
• Setting digital metrics for improvement
• Setting standards for the digital shopper experience
• Examples of CX digitization

Unit 4: Measuring and sustaining CX

• Measuring your CX program’s performance
  • Different types of measurements
  • Turning your measurement into action
  • Developing a CX dashboard tool
• Sustaining customer experience   
• Customer experience improvement methods 

Unit 5: Brand activation and CX    

• Definition of brand activation
• Importance of brand activation
• Activation versus experiential marketing
• Creating and engaging a brand activation program
• Metrics for brand activation campaigns
• Types of brand activation
• Brand activation real examples