Sector-specific

Customer Experience

Retail 10 a.m.

Introduction

A professional with experience in customer management is highly valued by companies as a means of achieving business success. Only those companies that are capable of creating unique products and experiences Exclusive purchasing strategies are what enable companies to stand out in the market and maintain their competitive position. Thanks to Customer Experience You will be able to attract and retain customers, identify key areas for improvement and spot opportunities in the relationships that are built between the brand and the consumer.

Become a specialist in the field using the most innovative customer management tools, through a training entirely practical and tailored to the needs of the market.

Objectives

  • Create strategies directed to improve customer satisfaction.

  • Designing experiences of purchase unique.

  • Attracting and retaining customers to maintain long-term relationships.

  • To know the tools the most innovative ways to gain an in-depth understanding of the customer.

Table of Contents

TEACHING UNIT 1. CUSTOMER JOURNEY: THE CUSTOMER JOURNEY YOU NEED TO UNDERSTAND
Customer journey: understand what drives your customers
The customer journey: identifies the key moments of interaction between the user and the company
Suggestions for improvement to encourage our customer to return
Tools for creating the perfect customer journey
Trends and challenges in creating a Customer Journey Map
Introduction to the buyer persona: the ideal customer
How to Create Your Buyer Persona
TEACHING UNIT 2. THE USER EXPERIENCE AS THE FOUNDATION OF YOUR STRATEGY
UX/CX to give your business a competitive edge
CJM to optimise the user experience and your sales funnel
What are the benefits of a Customer Journey Map?
MOT and Pain Points
Voice of the Customer (VOC) and Experience Redesign
TEACHING UNIT 3. BUILD CUSTOMER LOYALTY
The company understands the customer’s needs
Increase in customer satisfaction
Personalised customer service
Unique customer in the database
Improving the service provided to customers

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