Skip to content

Earn Your CCXP Certification With The Customer Experience Workshop


Skill Success

Summary

Price
£29 inc VAT
Study method
Online
Duration
Self-paced
Qualification
No formal qualification
Certificates
  • Certificate of completion - Free
Additional info
  • Tutor is available to students

41 students purchased this course

Add to basket or enquire

Overview

This course includes lifetime access so you can complete it at your own speed.

This course is designed for those interested to learn the basics of customer experience, together with being CCXP certified and examples of firms with the best practices.

Benefits of taking this course include:

  • Unlimited and lifetime access to the course
  • Learn the course at your own pace
  • Course can be accessed on any platform
  • 24/7 Customer support

Course media

Description

Who this course is for:

  • Customer Engagement Managers / Directors
  • Business Owners and Entrepreneurs
  • Customer Service Managers / Directors
  • Customer Experience Managers / Directors

What you'll learn:

  • The difference between customer experience or CX and Customer Experience Management or CEM
  • The benefits of CEM for an organisation
  • Customer Journey Mapping
  • Examples of best practice firms and how they got to be the best

I have been delivering this workshop to clients all over the world for over a decade now. This workshop will take you from learning the basics of Customer Experience, all the way to advanced topics within Customer Experience.

The videos in the workshop are actually edited recordings from actual workshops that I've delivered. That means you will get the same value, as someone who attended the live version of the workshop.

Customer Experience is fast becoming the industry standard in marketing, and HR - employee experience. Many companies have set up departments within their organisations to focus on Customer Experience. Companies have even set up Director and VP level positions for Customer Experience.

Unfortunately there aren't too many people who have much knowledge on Customer Experience. Consequently, the demand for people with customer experience knowledge, and certification, is very high.

Earn Your CCXP Certification With The Customer Experience Workshop will cover the following topics:

Section 1 - Introduction

  • Participant Introductions
  • Origins of CX – Production Era
  • Origins of CX – Product Focus
  • Origins of CX – Selling Focus
  • Origins of CX – Marketing Focus
  • Focusing On Services

Section 2 - CX Vs CEM

  • Best Practice Example – The BMW Experience
  • CX Vs. CEM
  • Best Practice Example Of CEM
  • Best Practice Example From Disney

Section 3 - Journey Mapping

  • Key Touch-points: Presales, Sales And Post Sales Process
  • Examples From Pre-sales: Mo The Sales Assistant
  • Examples From Pre-sales: Apple
  • Examples From During-sales: Apple – again
  • Examples From After-sales: Toshiba
  • Expected Level Of Experience
  • Moments Of Truth
  • Owners Of Touch-points
  • Examples Of Journey Maps: Lego, Lancôme, Ikea, etc

Section 4 - Journey Mapping - Using The Spreadsheet

  • Using Spreadsheet
  • Sheet 1 – Adding The Pre-Sale Touch-points
  • Additional Items
  • Sheet 2: Adding The Sale Process Touch-points
  • Sheet 3: Inserting The After-sale Touch-points
  • The Map
  • Bonus- Loyalty Interactions

Section 5 - Loyalty And Customer Experience

  • Introduction To Loyalty
  • Examples of Best Practice Firms
  • Benefits Of Having Loyal Customers
  • Three Key Levels Of Loyal Customers

Section 6 - Loyalty Types

  • Basic Type Of Loyalty – Behavioural Loyalty
  • Loyalty Programmes And Customer Loyalty Link
  • Loyalty Programmes Examined
  • Mid-level Loyalty – Attitudinal Loyalty
  • True Loyalty
  • Differences Between Attitudinal And Emotional Loyalty

Section 7 - Case Studies From The Best Firms

  • Best Practice Examples From Other Industries
  • Brand Love
  • Best Practice Firms Popular Brands
  • How Ikea And Zara Are Using CX To Create Loyalty

Section 8 - Loyalty Strategies

  • From Nominal To Preferred State of Loyalty
  • Loyalty Lifecycle
  • Loyalty Management Model
  • Measuring Types Of Loyal Customers
  • Loyalty Management Model

Section 9 - 12 Steps To Develop Great Customer Experiences

  • Step 1: Senior Management’s Focus on Customer Experience
  • Step 2: Focus On Employees
  • Step 2.1: Best Practice Examples From Singapore Airlines And Microsoft
  • Step 3: Develop Journey Maps
  • Step 4: Find Out Customer Expectations
  • Step 5: Benchmark Competition
  • Best Practice Example From Zara
  • Step 6: Long-term Customer Experience Planning
  • Step 7: Brand Experience
  • Step 8: Quality Leadership
  • Step 9: Customer Interface
  • Step 10: Integrate all Functions To Focus On Customer Experiences
  • Step 11: Post Usage Experience
  • Step 12: Continuously Innovating Experiences

Who is this course for?

This course is designed for those interested to learn the basics of customer experience, together with being CCXP certified and examples of firms with the best practices.

Requirements

No prior knowledge is required to take this course.

Career path

None

Questions and answers

Currently there are no Q&As for this course. Be the first to ask a question.

Certificates

Certificate of completion

Digital certificate - Included

Reviews

Currently there are no reviews for this course. Be the first to leave a review.

FAQs

What does study method mean?

Study method describes the format in which the course will be delivered. At Reed Courses, courses are delivered in a number of ways, including online courses, where the course content can be accessed online remotely, and classroom courses, where courses are delivered in person at a classroom venue.

What are CPD hours/points?

CPD stands for Continuing Professional Development. If you work in certain professions or for certain companies, your employer may require you to complete a number of CPD hours or points, per year. You can find a range of CPD courses on Reed Courses, many of which can be completed online.

What is a ‘regulated qualification’?

A regulated qualification is delivered by a learning institution which is regulated by a government body. In England, the government body which regulates courses is Ofqual. Ofqual regulated qualifications sit on the Regulated Qualifications Framework (RQF), which can help students understand how different qualifications in different fields compare to each other. The framework also helps students to understand what qualifications they need to progress towards a higher learning goal, such as a university degree or equivalent higher education award.

What is an ‘endorsed’ course?

An endorsed course is a skills based course which has been checked over and approved by an independent awarding body. Endorsed courses are not regulated so do not result in a qualification - however, the student can usually purchase a certificate showing the awarding body’s logo if they wish. Certain awarding bodies - such as Quality Licence Scheme and TQUK - have developed endorsement schemes as a way to help students select the best skills based courses for them.