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