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Sector-specific

Customer Experience Strategy

Retail 40 hours

Introduction

This Customer Experience Strategy Course It specialises not only in meeting customers’ needs, but also in exceeding their expectations and creating positive emotional connections with the brand. This can lead to greater retention of customers, recommendations positive and a positive impact on the company’s reputation in the market. It focuses on the deliberate creation and management of memorable and satisfying customer experiences as an integral part of the business strategy.

Objectives

  • Knowing how to set objectives and strategies to become digital company, innovating in digital products and services, taking into account the changes that have taken place in this field, and applying the methodology, design, tools and operational procedures of Customer Experience for the implementation of the Customer Journey.

  • Learning how to build loyalty amongst existing customers.

  • To strengthen brand perception and reputation in the market through positive experiences.

Table of Contents

TEACHING UNIT 1. CUSTOMER JOURNEY AND BUYER PERSONA

  1. Introduction to the customer journey
  2. Stages of the customer experience
  3. Suggestions for improvement
  4. Tools for creating a customer journey
  5. Trends
  6. Introduction to the Buyer Persona
  7. How to Create Your Buyer Persona
  8. Tools

TEACHING UNIT 2. DIGITAL MARKETING PLAN.

  1. Marketing plan
  2. What is digital marketing?
  3. Digital marketing strategies

TEACHING UNIT 3. INBOUND MARKETING (EMAIL MARKETING, CONTENT MARKETING, BLOGS)

  1. Inbound Marketing vs Content Marketing
  2. Stages of Inbound
  3. Permission marketing
  4. Email Marketing
  5. A/B testing
  6. What is a blog and what are its benefits?
  7. My first blog
  8. Design and templates
  9. How to highlight it on the website: tools
  10. Types of strategy
  11. Newsletter and Blog
  12. Content curation
  13. Storytelling

TEACHING UNIT 4. MONITORING AND ACTIVE LISTENING

  1. Why is it important?
  2. Tips for practising active listening
  3. The benefits of active listening
  4. Monitoring tools

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