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What you'll learn?
- Learn the role of customer experience management in 2024
- How to management customer experiences
- Learn the role of social listening in mordern day customer experience management
- Important customer experience management metrics
- How modern day marketing and customer experience go hand in hand
Course Overview
This course is dedicated to providing a comprehensive understanding of the fundamentals of social listening and customer experience management. Beginning with an exploration of Social Listening and Online Reputation Management, participants will grasp the essence of monitoring online conversations and managing brand perception effectively.
Throughout the course, emphasis is placed on elucidating the key concepts and principles underlying social listening and online reputation management. Participants will delve into various strategies and tools essential for capturing valuable insights from social media channels and other online platforms.
As the course progresses, attention shifts towards elucidating metrics and tactics crucial for measuring the efficacy of social listening efforts. Participants will learn to interpret data analytics, track key performance indicators, and derive actionable insights to enhance their customer experience management strategies.
Through a blend of theoretical concepts and practical exercises, participants will gain hands-on experience in applying social listening techniques and optimizing online reputation management practices. By the conclusion of the course, participants will be equipped with the knowledge and skills necessary to navigate the dynamic landscape of social media, bolster brand reputation, and drive meaningful engagement with customers.
Join us on this educational journey to master the essentials of social listening and customer experience management, and elevate your proficiency in harnessing the power of online conversations to propel your business forward.
Pre-requisites
- None
- Learning Desire
Target Audience
- Customer Experience Professionals
- Digital Marketeers
- Customer Support
- Community Engagament
- Business Graduates
Curriculum 41 Lectures
-
Section 1 : Module 1
- Lecture 2 :
- What is CX?
- Lecture 3 :
- What is Customer Experience Management.
- Lecture 4 :
- The importance of CXM in today's business landscape
- Lecture 5 :
- 4.Key differences between CRM and CXM..v07 (1)
- Lecture 6 :
- The Different Channels Changes
- Lecture 7 :
- What is Omnichannel CXM
- Lecture 8 :
- The challenges of implementing omnichannel CXM....v01
- Lecture 9 :
- The benefits of adopting an omnichannel CX approach v04
- Lecture 10 :
- Best practices for implementing omnichannel CX v010
-
Section 2 : Module 2
- Lecture 1 :
- The 4 Pillars of Omni-channel CXM v02
- Lecture 2 :
- The First Pillar v2
- Lecture 3 :
- The Second Pillar v3
- Lecture 4 :
- The Third Pillar v2
- Lecture 5 :
- The Third Pillar v2
- Lecture 6 :
- The Fourth Pillar v3
-
Section 3 : module 3
- Lecture 1 :
- Measuring the Impact of CXM v03
- Lecture 2 :
- The role of metrics in CXM v07
- Lecture 3 :
- First Response Time (FRTs) v6
- Lecture 4 :
- Resolution Time (TATs) v07
- Lecture 5 :
- Service Level Agreements v08
- Lecture 6 :
- CSAT
- Lecture 7 :
- Net Promoter Score (NPS) Scores v07
- Lecture 8 :
- Agent Performance
-
Section 4 : Module 4
- Lecture 1 :
- Social Listening,Social CRM
- Lecture 2 :
- What is SL and Why is SL necessary for CXM v03
- Lecture 3 :
- What is ORM and ORM's importance in CXM v09
- Lecture 4 :
- What is social CRM and how it is related to CXM
-
Section 5 : Module 5
- Lecture 1 :
- Social Listening v03
- Lecture 2 :
- Why is SL Important Changes
- Lecture 3 :
- Major Applications Changes
- Lecture 4 :
- What is SMM Changes
- Lecture 5 :
- What kind of metrics and KPIs can be analysed through social listening Chang
- Lecture 6 :
- How to chooese a Social Listening Platform
- Lecture 7 :
- What is Social Listening
- Lecture 8 :
- What is the diffrence between social listening and social media monit
-
Section 6 : Module 6
- Lecture 1 :
- Online Reputation Management v02
- Lecture 2 :
- What is ORM v02
- Lecture 3 :
- The importance of ORM in today's digital age v02
- Lecture 4 :
- Best practices for ORM & response management v03
- Lecture 5 :
- ORM metrics and analysis_02
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