Curriculum
- 13 Sections
 - 106 Lessons
 - 10 Weeks
 
Expand all sectionsCollapse all sections
- 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.
 
 
