Marketing

Introduction to Marketing Communications

Fundamental Concepts

Introduction to Branding

Brand Components

The Branding Process

Implementation and Management Strategies

Brand Summary and Challenges Ahead

Strategic Positioning: Strategies for Positioning Brands within the Market

Rest

Introduction to Communications Theory

Communications Models

Future Communications Models

Relevance of Communications Theory in Marketing Communications

Application of Communication Models in

Introduction to CRM

CRM Components Required

Integration: Aligning CRM Components with Marketing Communication Objectives

CRM Creation and Maintenance

Best Practices for Successful CRM Implementation

CRM Summary and Challenges

Introduction to Understanding Customer Buying Behavior

Models of Buyer Behavior

Behavioral Economics: Principles in Marketing

The Intervening Psychological Variables

Impact on Behavior: How Psychological Variables Influence the Decision-Making Process

Rest

1- Customer Segmentation

Data Collection

Segmentation Criteria

Segmentation Models

Customer Profiling

2- Tailoring Experiences

Content Customization

Communication Channels

Promotions and Offers

User Experience (UX) Design

3- Personalization Strategies

Data-Driven Insights

Dynamic Content

Personalized Recommendations

Behavioral Triggers

Feedback and Surveys

Case Studies

Rest

Net Promoter Score (NPS)

Customer Satisfaction Surveys

Customer Feedback Analysis

Customer Effort Score (CES)

Repeat Purchase Rate

Customer Churn Rate

Social Media Listening

Online Ratings and Reviews

Case Studies

Rest

1- Building Customer Loyalty

Exceptional Customer Service

Personalization

Reward Programs

Consistent Branding

Community Engagement

Quality Products/Services

Feedback and Improvement

2- Strategies for Customer Retention

Regular Communication

Surprise and Delight

Customer Education

Proactive Issue Resolution

Multi-Channel Presence

3- Customer Lifetime Value (CLV)

Case Studies

Rest

Integrating and Managing Multiple Channels

Consistency Across Online and Offline Touchpoints

Challenges and Opportunities

Customer Relationship Management (CRM) Systems

Customer Data Analytics

Voice of the Customer (VoC) Tools

Multi-Channel Communication Platforms

Personalization Engines

1- Strategies for Managing Customer Complaints

Listen Actively

Provide a Convenient Channel for Complaints

Timely Response

Document and Analyze

Empower Frontline Staff

Establish Clear Policies

2- Service Recovery Best Practices

Apologize Sincerely

Offer Solutions

Compensate Appropriately

Follow-Up

3- Turning Negative Experiences into Positive Ones

Personalized Engagement

Learn from Feedback

Implement Changes

Build Long-Term Relationships

Case Studies

Rest

Exam

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