Curriculum
- 13 Sections
- 106 Lessons
- 10 Weeks
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- Fundamental Of Marketing1
- Foundations of Marketing Communications2
- Branding in Marketing Communications7
- Customer Communications Theory5
- Customer Relationship Management (CRM) in Marketing Communications6
- Understanding Customer Psychology and Buyer Behavior6
- Customer Segmentation18
- 7.11- Customer Segmentation
- 7.2Data Collection
- 7.3Segmentation Criteria
- 7.4Segmentation Models
- 7.5Customer Profiling
- 7.62- Tailoring Experiences
- 7.7Content Customization
- 7.8Communication Channels
- 7.9Promotions and Offers
- 7.10User Experience (UX) Design
- 7.113- Personalization Strategies
- 7.12Data-Driven Insights
- 7.13Dynamic Content
- 7.14Personalized Recommendations
- 7.15Behavioral Triggers
- 7.16Feedback and Surveys
- 7.17Case Studies
- 7.18Rest
- Measuring Customer Satisfaction10
- Customer Loyalty and Retention17
- 9.11- Building Customer Loyalty
- 9.2Exceptional Customer Service
- 9.3Personalization
- 9.4Reward Programs
- 9.5Consistent Branding
- 9.6Community Engagement
- 9.7Quality Products/Services
- 9.8Feedback and Improvement
- 9.92- Strategies for Customer Retention
- 9.10Regular Communication
- 9.11Surprise and Delight
- 9.12Customer Education
- 9.13Proactive Issue Resolution
- 9.14Multi-Channel Presence
- 9.153- Customer Lifetime Value (CLV)
- 9.16Case Studies
- 9.17Rest
- Omni-channel Customer Experience3
- Technology in CEM5
- Employee Engagement and Training5
- Complaint Handling and Service Recovery21
- 13.11- Strategies for Managing Customer Complaints
- 13.2Listen Actively
- 13.3Provide a Convenient Channel for Complaints
- 13.4Timely Response
- 13.5Document and Analyze
- 13.6Empower Frontline Staff
- 13.7Establish Clear Policies
- 13.82- Service Recovery Best Practices
- 13.9Apologize Sincerely
- 13.10Offer Solutions
- 13.11Compensate Appropriately
- 13.12Follow-Up
- 13.133- Turning Negative Experiences into Positive Ones
- 13.14Personalized Engagement
- 13.15Learn from Feedback
- 13.16Implement Changes
- 13.17Build Long-Term Relationships
- 13.18Case Studies
- 13.19Rest
- 13.20Exam
- 13.21Contact Form
The Branding Process
- Strategic Development: Outline the steps involved in the strategic development of a brand.
- Implementation: Discuss strategies for effectively implementing and managing a brand.
Developing a brand strategy is a critical component of a company’s overall strategic planning. It involves a systematic process to define and position the brand effectively. Here are the key steps in the strategic development of a brand:
1. Market Research:
- Purpose: Understand the market, target audience, competitors, and industry trends.
- Activities:
- Conduct market analysis.
- Identify target demographics and psychographics.
- Analyze competitor strengths and weaknesses.
2. Brand Purpose and Values:
- Purpose: Define the brand’s reason for existence and the values it stands for.
- Activities:
- Establish the brand’s mission and vision.
- Define core values that resonate with the target audience.
3. Brand Positioning:
- Purpose: Determine the unique space the brand occupies in the minds of consumers.
- Activities:
- Identify competitive advantages.
- Develop a unique value proposition.
- Position the brand relative to competitors.
4. Brand Architecture:
- Purpose: Define the brand’s structure, including sub-brands and product lines.
- Activities:
- Design a brand hierarchy.
- Determine relationships between sub-brands.
5. Brand Personality:
- Purpose: Humanize the brand by assigning personality traits.
- Activities:
- Define brand characteristics (e.g., friendly, innovative, reliable).
- Create a brand persona that resonates with the target audience.
6. Brand Identity:
- Purpose: Develop visual and verbal elements that represent the brand.
- Activities:
- Design a memorable logo.
- Choose brand colors and typography.
- Create a consistent brand voice and messaging.
7. Brand Extensions:
- Purpose: Explore opportunities to expand the brand into new products or markets.
- Activities:
- Assess market demand for extensions.
- Ensure new offerings align with the core brand.
8. Brand Metrics:
- Purpose: Establish key performance indicators (KPIs) to measure brand success.
- Activities:
- Define metrics such as brand awareness, customer loyalty, and brand equity.
- Implement tools for tracking and measuring brand performance.