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Sales
How to manage Customer Experience (CEM)?
How to manage Customer Experience (CEM)?
Curriculum
13 Sections
104 Lessons
10 Weeks
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Fundamental Of Marketing
1
1.1
Marketing
Branding in Marketing Communications
7
2.1
Introduction to Branding
2.2
Brand Components
2.3
The Branding Process
2.4
Implementation and Management Strategies
2.5
Brand Summary and Challenges Ahead
2.6
Strategic Positioning: Strategies for Positioning Brands within the Market
2.7
Rest
Foundations of Marketing Communications
2
3.1
Introduction to Marketing Communications
3.2
Fundamental Concepts
Customer Communications Theory
5
4.1
Introduction to Communications Theory
4.2
Communications Models
4.3
Future Communications Models
4.4
Relevance of Communications Theory in Marketing Communications
4.5
Application of Communication Models in
Customer Relationship Management (CRM) in Marketing Communications
6
5.1
Introduction to CRM
5.2
CRM Components Required
5.3
Integration: Aligning CRM Components with Marketing Communication Objectives
5.4
CRM Creation and Maintenance
5.5
Best Practices for Successful CRM Implementation
5.6
CRM Summary and Challenges
Understanding Customer Psychology and Buyer Behavior
6
6.1
Introduction to Understanding Customer Buying Behavior
6.2
Models of Buyer Behavior
6.3
Behavioral Economics: Principles in Marketing
6.4
The Intervening Psychological Variables
6.5
Impact on Behavior: How Psychological Variables Influence the Decision-Making Process
6.6
Rest
Customer Segmentation
18
7.1
1- Customer Segmentation
7.2
Data Collection
7.3
Segmentation Criteria
7.4
Segmentation Models
7.5
Customer Profiling
7.6
2- Tailoring Experiences
7.7
Content Customization
7.8
Communication Channels
7.9
Promotions and Offers
7.10
User Experience (UX) Design
7.11
3- Personalization Strategies
7.12
Data-Driven Insights
7.13
Dynamic Content
7.14
Personalized Recommendations
7.15
Behavioral Triggers
7.16
Feedback and Surveys
7.17
Case Studies
7.18
Rest
Measuring Customer Satisfaction
10
8.1
Net Promoter Score (NPS)
8.2
Customer Satisfaction Surveys
8.3
Customer Feedback Analysis
8.4
Customer Effort Score (CES)
8.5
Repeat Purchase Rate
8.6
Customer Churn Rate
8.7
Social Media Listening
8.8
Online Ratings and Reviews
8.9
Case Studies
8.10
Rest
Customer Loyalty and Retention
17
9.1
1- Building Customer Loyalty
9.2
Exceptional Customer Service
9.3
Personalization
9.4
Reward Programs
9.5
Consistent Branding
9.6
Community Engagement
9.7
Quality Products/Services
9.8
Feedback and Improvement
9.9
2- Strategies for Customer Retention
9.10
Regular Communication
9.11
Surprise and Delight
9.12
Customer Education
9.13
Proactive Issue Resolution
9.14
Multi-Channel Presence
9.15
3- Customer Lifetime Value (CLV)
9.16
Case Studies
9.17
Rest
Omni-channel Customer Experience
3
10.1
Integrating and Managing Multiple Channels
10.2
Consistency Across Online and Offline Touchpoints
10.3
Challenges and Opportunities
Technology in CEM
5
11.1
Customer Relationship Management (CRM) Systems
11.2
Customer Data Analytics
11.3
Voice of the Customer (VoC) Tools
11.4
Multi-Channel Communication Platforms
11.5
Personalization Engines
Employee Engagement and Training
5
12.1
Role of Employees in Delivering Exceptional Customer Experiences
12.2
Employee Training and Empowerment
12.3
Aligning Employee Goals with Customer Experience Objectives
12.4
Continuous Improvement and Feedback
12.5
Rest
Complaint Handling and Service Recovery
20
13.1
1- Strategies for Managing Customer Complaints
13.2
Listen Actively
13.3
Provide a Convenient Channel for Complaints
13.4
Timely Response
13.5
Document and Analyze
13.6
Empower Frontline Staff
13.7
Establish Clear Policies
13.8
2- Service Recovery Best Practices
13.9
Apologize Sincerely
13.10
Offer Solutions
13.11
Compensate Appropriately
13.12
Follow-Up
13.13
3- Turning Negative Experiences into Positive Ones
13.14
Personalized Engagement
13.15
Learn from Feedback
13.16
Implement Changes
13.17
Build Long-Term Relationships
13.18
Case Studies
13.19
Rest
13.20
Customer Experience
30 Minutes
10 Questions
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