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Customer Experience Management (CX): MASTERCLASS 2020
INTRODUCTION
WELCOME MESSAGE (1:47)
ABOUT YOUR INSTRUCTOR (2:38)
BAD CUSTOMER SERVICE IS COSTING BUSINESSES BILLIONS (3:56)
COURSE MISSION (1:05)
CUSTOMER EXPERIENCE MANAGEMENT (CX): CHEAT SHEET FOR BUSY PROFESSIONALS
INTRODUCTION (2:11)
CUSTOMER EXPERIENCE LEADER (2:26)
CUSTOMER – CENTRIC APPROACH (0:59)
REDEFINE MISSION STATEMENT & VISION (1:10)
UNDERSTANDING CUSTOMERS & THEIR JOURNEYS (1:05)
ESTABLISH CLEAR BUSINESS GOALS (1:09)
CUSTOMER EXPERIENCE MEASUREMENT (4:02)
CUSTOMER PERSONAS (4:36)
CUSTOMER JOURNEY (3:48)
CUSTOMER JOURNEY MAPPING (4:38)
SIMPLE 4 STAGE-ACTION CUSTOMER JOURNEY MAP (6:15)
CUSTOMER EXPERIENCE MANAGEMENT (CX) TRAINING
CLIENT CENTRIC CULTURE (5:26)
CLIENT VS CUSTOMERS (2:53)
DEFINE WHO YOUR ACTUAL CLIENT IS (3:42)
THE KEY TO YOUR CLIENTS HEART (AND POCKET): EMOTIONAL CONNECTION (4:51)
MANAGE CLIENT FEELINGS - CREATE POSITIVE EXPERIENCES (7:30)
BUILDING EMOTIONAL INTELLIGENCE (6:53)
HOW TO AVOID LOSING CLIENTS (9:48)
HOW TO RESOLVE ISSUES WITH CLIENTS (4:27)
THINGS TO CONSIDER WHEN YOU MANAGE CLIENTS (9:21)
THE SECRET TO HAPPY CLIENTS = HAPPY EMPLOYEES (6:31)
CLIENT SERVICES - HIRING (7:40)
CLIENT SERVICES - THE JOB DESCRIPTION (2:52)
CLIENT SERVICES - TRAINING (5:23)
HOW TO RUN A SUCCESSFUL CLIENT SERVICES DEPARTMENT - TOP TIPS (20:45)
MANAGING YOUR TEAM - TOP TIPS (9:50)
STATUS REPORTS & STATUS REPORT MEETINGS (24:28)
TIMESHEETS (3:53)
TEAM MEETINGS (3:33)
FIRST MEETING WITH A NEW CLIENT (2:31)
MEETINGS WITH CLIENTS - ADDITIONAL TIPS (3:43)
TOOLS THAT WILL MAKE YOUR LIFE EASIER (3:15)
TOP 10 CUSTOMER EXPERIENCE (CX) STRATEGIES
TOP 10 CUSTOMER EXPERIENCE (CX) STRATEGIES (2:59)
CONCLUSION
CONCLUSION (2:39)
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CLIENT CENTRIC CULTURE
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