Design Thinking: Customer Experience

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Design Thinking: Customer Experience

Size: 259 MB | Duration: 0h 34m | Video: AVC (.mp4) 1280x720 30fps | Audio: AAC 48KHz 2ch

Genre: eLearning | Level: Intermediate | Language: English

 

Customer expectations are higher than ever before, and business success is becoming more and more dependent on a company's ability to meet or exceed those expectations with nearly every interaction. Customer experience-or CX-is the summary of all the interactions a company has with a customer over time. While understanding how to consider and choreograph those interactions is undeniably complex, at its core, customer experience is about something quite simple: relationships. In this course, frog's director of strategy, Geoffrey Schwartz, introduces you to customer experience and why it's important in today's hypercompetitive world. Geoffrey breaks down the different components that make up a customer experience, like archetypes, activities, interactions, and experience prin[beeep]les. Throughout the course, he uses real-world examples to demonstrate how those components come together to form a company's relationship with their customers. At the end of the course, you'll have the foundational tools needed to take a holistic view of an organization's customer experience and identify opportunities that can deepen relationships and drive loyalty.

 

Topics include:

* What is customer experience (CX)?

* Why is customer experience important?

* The business value of customer experience

* The core components of customer experience

* Building empathy for customers

* Engaging customers on an emotional level

* Tools for organizational alignment

* Designing meaningful products and services

* Identifying opportunities for innovation and customer loyalty

* How to build strong customer relationships

 

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