Omnichannel Customer Experience Management (Cx)

How To Create A Seamless Customer Experience In An Omnichannel Ecosystem

What you’ll learn
Develop a comprehensive Omnichannel Customer Experience Management Strategy
Provide customers with a seamless and positive experience throughout their entire journeys
Create detailed Customer Journey Maps
Develop robust Buyer Personas
Identify your business’s most important customer group(s)
Address your organization’s structure in order to be better equipped to provide a seamless omnichannel experience
Evaluate and maximize the performance of each of your business’s channels
Achieve consistency among your business’s different channels
Utilize technology to enhance your customer’s experience and your channels’ performance
Move away from silo operating systems and closer to collaborative systems for more streamlined efforts and results across your organization
Obtain key customer insights
Requirements
Have a basic understanding of marketing and customer experience.
Description
Welcome to this course on Customer Experience Management (CXM), with a specific focus on Omnichannel customers.The customer journey map is changing, it’s no longer a straight line that goes from point A to point B. Customers now use multiple channels when interacting with businesses and most importantly, they use them interchangeably and simultaneously, which means that there is a need for these different channels to work cohesively together in order to deliver positive and seamless customer experiences, thus the need for Omnichannel CXM. Businesses following dated and traditional CX frameworks are failing to cater to the needs of customers today, resulting in disjointed and negative customer experiences that are costing huge losses of revenue. In this course, you will learn how to develop a comprehensive Omnichannel Customer Experience Management Strategy that will allow your business to provide a smooth and seamless customer experience across all channels.The strategy is broken down to the following sections:1. Know Your Customer (KYC): We will cover the various methods and tools that can be used to gain a meticulous understanding of your business’s most important customer group(s)You will learn how to uncover key customer insights such as demographics, behaviors, habits, attitudes, preferences and more. These insights will serve as the foundation of your CXM strategyThe methods in this section include: Quantitative & Qualitative Research, Customer Analytics & User Behavior Tracking Tools, additionally you will learn how to develop robust Buyer Personas & Customer Journey Maps2. Implement Consistency Across Channels: The process of making your business’s channels work cohesively together through implementing consistency among them, resulting in a smoother customer experience when changing between channelsIn this section, we will cover the 4 pillars of consistency: 1) Design & Aesthetics 2) Categorization 3) Terminology 4) Functionality3. Technology Utilization & Integration: We will discuss the importance of Technology in Omnichannel CXM and the 2 key roles it plays in your strategyYou will learn how to use technology to best serve your business and customersThe key points you need to consider when choosing which technologies to invest in for your organization4. Address your Organization’s Structure: We will observe the negative effects of legacy operating systems on a business’s efforts in achieving seamless omnichannel experiencesYou will learn the 8 best practices when taking on the challenging but necessary task of shifting an organization’s structure to be better equipped to provide a seamless omnichannel customer experience 5. Build Strong Relationships With Your Customer: We will observe how building strong customer relationships looks like in an omnichannel ecosystemHow to achieve personalization when so many channels exist Finally, we will cover the notion of the Single Customer View, the obstacles you’ll face when aiming to achieve it and the steps you can take to overcome these obstaclesEnroll in this course to start delivering a seamless omnichannel experience that is crucial for customers today! I look forward to seeing you in the first lecture.

Overview

Section 1: The Rise Of The Multichannel Customer

Lecture 1 The Rise Of The Multichannel Customer

Lecture 2 From Multichannel To Omnichannel

Section 2: How Omnichannel Is Changing Retail: A Look At Recent Shopping Trends

Lecture 3 A Look At Recent Shopping Trends

Section 3: Development Of An Omnichannel Customer Experience Management Strategy

Lecture 4 Strategy Overview

Section 4: Know Your Customer (KYC)

Lecture 5 Introduction to KYC

Lecture 6 KYC 1 Ask Them

Lecture 7 KYC 2 Customer Analytics & User Behavior Tracking Tools

Lecture 8 KYC 3 Qualitative Research

Lecture 9 KYC 4 Develop Buyer Personas

Lecture 10 KYC 5 Customer Journey Mapping[Introduction]

Lecture 11 KYC 5 Example Of A Customer Journey Map For A Medical Insurance Company

Lecture 12 KYC 5 How To Create A Customer Journey Map[Part 1]

Lecture 13 KYC 5 How To Create A Customer Journey Map[Part 2]

Lecture 14 KYC 5 How To Create A Customer Journey Map[Part 3]

Section 5: Implement Consistency Across Channels

Lecture 15 Introduction to Implementing Consistency Section

Lecture 16 Consistency in Design & Aesthetics

Lecture 17 Consistency in Categorization

Lecture 18 Consistency in Terminology

Lecture 19 Consistency in Functionality

Section 6: Technology Utilization & Integration

Lecture 20 Introduction to Technology Utilization & Integration

Lecture 21 Technology’s Role in Omnichannel CXM[Part 1]

Lecture 22 Technology’s Role in Omnichannel CXM[Part 2]

Lecture 23 Important Things To Consider When Choosing A Technology For Your Business

Section 7: Address Your Organization’s Structure

Lecture 24 Introduction to Address Your Organization’s Structure

Lecture 25 8 Steps to Shift Your Organization’s Structure

Section 8: Build Strong Relationships With Your Customer

Lecture 26 Build Strong Relationships With Your Customer

Marketers, Strategists, C-level Managers, Executives, Entrepreneurs or Small Business Owners. Anyone interested in enhancing or creating an excellent customer experience.