Measuring and developing the customer experience

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Measuring and developing the customer experience
Focusing only on customer experience management isn’t enough. Continuous measurement and development is necessary to create those wow-moments in the future as well. In the training you will learn how to measure and utilise the results in order to develop the customer experience in the long run.

Trainer: Micaela Solana | Business coach, Valmennus Micaela

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Varighet: 00:29:53
Dato: 20.11.2017

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Focusing only on customer experience management isn’t enough. Continuous measurement and development is necessary to create those wow-moments in the future as well. In the training you will learn how to measure and utilise the results in order to develop the customer experience in the long run.

Agenda:
• Especially for managers, but benefits also people in other positions
• What, why and how
• Utilising the measurement results
• How to develop customer experience

 

Trainer information:
Trainer: Micaela Solana | Business coach, Valmennus Micaela

Micaela is a proficient coach and educator, who has also gained years of valuable experience working in executive management positions in service industry companies.
She is a passionate, innovative and collaborative coach, who wants to challenge and inspire people to create and conduct better leadership, working environments and customer experiences, that inevitably result in more profitable business.

Oppdateringstimer

Annet0,5 t

Opptak (Demo)


Dette er en kort demo av opptaket. Lengde er 5 minutter.
Registrer deg for gratis testperiodeBestill abonnement

Innhold

1: Customer experience measurement
00:01:06 Customer experience measurement
00:02:54 Why should we measure CX?
00:04:19 What to measure in CX?
2: CX measurement program
00:08:06 General steps to build CX measurement program
00:14:34 Tools for CX measurement
00:19:04 CX Measurement with NPS
00:22:46 Using NPS to minimize churn and create more loyal customers
00:25:15 Utilizing the measurement results to improve customer experience 
00:26:59 4 tips to get employees involved in customer experience measurement