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The Chartered Institute of Marketing

Introduction to Customer Experience

Sep 13—Jun 12
London, United Kingdom
GBP 595 ≈USD 749
GBP 595 per day
Nov 2—Jun 12
London, United Kingdom
GBP 595 ≈USD 749
GBP 595 per day

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Description

The defining feature of the internet era is a shift in power from companies to individuals. The customer journey is likely to start with finding out about a brand and end with telling other people about it. The customer experience today is a powerful means of differentiating one brand from another but many companies have been slow to recognise how fundamental the customer experience is to business success. Research regularly confirms that organizations able to skilfully manage the entire customer experience reap enormous rewards: enhanced customer satisfaction, reduced churn, increased revenue, and greater employee satisfaction. This course builds an understanding of the customer journey on the way to purchase and after.

Learning outcomes

  • The importance of Customer Experience management
  • Ways of mapping the customer journey
  • Tools to monitor the Voice of Customer & Voice of Employee
  • Organisation audit to identify areas for improvement

Who should attend

Marketing or Sales professionals at middle management level. The content will also benefit those working in customer service. Also relevant for those in NPD, product managers, business analysts and user experience professionals

Experts

A highly experienced marketer and economist, Jean Sutton has worked in market research since graduating in economics from Trinity College Dublin. Her professional career has involved vast market research on a number of projects working for high profile companies such as the Irish Trade Board, Bri...
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