INTRODUCTION
CUSTOMER EXPERIENCE MANAGEMENT (CX): CHEAT SHEET FOR BUSY PROFESSIONALS
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INTRODUCTION (2:11)
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CUSTOMER EXPERIENCE LEADER (2:26)
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CUSTOMER – CENTRIC APPROACH (0:59)
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REDEFINE MISSION STATEMENT & VISION (1:10)
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UNDERSTANDING CUSTOMERS & THEIR JOURNEYS (1:05)
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ESTABLISH CLEAR BUSINESS GOALS (1:09)
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CUSTOMER EXPERIENCE MEASUREMENT (4:02)
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CUSTOMER PERSONAS (4:36)
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CUSTOMER JOURNEY (3:48)
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CUSTOMER JOURNEY MAPPING (4:38)
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SIMPLE 4 STAGE-ACTION CUSTOMER JOURNEY MAP (6:15)
CUSTOMER EXPERIENCE MANAGEMENT (CX) TRAINING
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CLIENT CENTRIC CULTURE (5:26)
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CLIENT VS CUSTOMERS (2:53)
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DEFINE WHO YOUR ACTUAL CLIENT IS (3:42)
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THE KEY TO YOUR CLIENTS HEART (AND POCKET): EMOTIONAL CONNECTION (4:51)
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MANAGE CLIENT FEELINGS - CREATE POSITIVE EXPERIENCES (7:30)
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BUILDING EMOTIONAL INTELLIGENCE (6:53)
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HOW TO AVOID LOSING CLIENTS (9:48)
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HOW TO RESOLVE ISSUES WITH CLIENTS (4:27)
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THINGS TO CONSIDER WHEN YOU MANAGE CLIENTS (9:21)
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THE SECRET TO HAPPY CLIENTS = HAPPY EMPLOYEES (6:31)
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CLIENT SERVICES - HIRING (7:40)
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CLIENT SERVICES - THE JOB DESCRIPTION (2:52)
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CLIENT SERVICES - TRAINING (5:23)
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HOW TO RUN A SUCCESSFUL CLIENT SERVICES DEPARTMENT - TOP TIPS (20:45)
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MANAGING YOUR TEAM - TOP TIPS (9:50)
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STATUS REPORTS & STATUS REPORT MEETINGS (24:28)
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TIMESHEETS (3:53)
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TEAM MEETINGS (3:33)
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FIRST MEETING WITH A NEW CLIENT (2:31)
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MEETINGS WITH CLIENTS - ADDITIONAL TIPS (3:43)
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TOOLS THAT WILL MAKE YOUR LIFE EASIER (3:15)
TOP 10 CUSTOMER EXPERIENCE (CX) STRATEGIES
CONCLUSION
