Customer Experience Management - Foundation Course
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- Curriculum
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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.
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IntroductionThis is the first module in the Customer Experience Management - Foundation Course. Here we will embark on an enlightening journey to explore the vast realm of Customer Experience Management (CXM). This comprehensive course aims to equip you with a profound understanding of CXM and its intricate details, providing you with the knowledge and skills necessary to navigate the dynamic landscape of customer interactions.
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What is Customer Experience (CX) ?
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What is Customer Experience Management
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The importance of CXM in today’s business landscape
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Key differences between CRM and CXM
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The different channels through which customers interact with businesses
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What is omni-channel CXM ?
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The challenges associated with multi-channel CXM
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The benefits of adopting an omnichannel CX approach
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Best practices for implementing omnichannel CX
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Introduction
The 4 Pillars of Omnichannel CXM is the framework on which the Konnect Insights platform is built. This framework allows for a systematic approach to managing customer experience and ensuring the highest levels of satisfaction. In this module of the Konnect Insights Academy, we will discuss what all the 4 pillars are and deep dive into how these can be used to improve the overall effectiveness of customer experience management efforts.
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The First Pillar: email, social media, web, and offline touch-points
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The Second Pillar: Calls & Chatbots
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The 3rd Pillar: CRM + Analytics
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The 4th Pillar: Social media publishing + Marketing automation + response manag
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Introduction
Customer Experience Management is a continuous process and measuring your efforts is the one way to understand if your efforts are being effective or not. CXM efforts can be measured by various ways like tracking various Key performance indicators and analyzing how the team is performing for the given time period. In this section we will look at some of the important KPIs what they exactly are and the role they play in enabling professionals to measure their customer experience management efforts.
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The role of metrics in CXM
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First Response Time (FRTs)
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Resolution Time (TATs)
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Service Level Agreements (SLAs)
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Customer Satisfaction (CSAT)
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Net Promoter Score (NPS) Scores
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Agent performance measurement
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Introduction
Social listening is a process with multiple benefits like market research, customer experience management, and marketing. Social CRM and Online reputation management enable brands to be in touch with their customers and manage their satisfaction levels. In this section, we will look at the role social listening, Social CRM and online reputation management play in terms of customer experience management.
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What is Social Listening and Why is it necessary for CXM
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What is Community Engagement (ORM) and it’s importance in CXM
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What is social CRM and how it is related to CXM
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Introduction
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What is Social Listening?
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Why is Social Listening important?
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What are the major applications of social listening
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Social Media Monitoring
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What is the diffrence between social listening and social media monitoring
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What kind of metrics and KPIs can be analysed through social listening?
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How to choose a Social Listening Platform?
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Introduction
Online reputation management is a very important process for every brand to undertake to maintain their reputation on social media channels and the web. It is the process of shortlisting conversations and propagating an appropriate response to them to ensure that the customer is 100% satisfied. In this module, we will be deep diving into what online reputation management exactly is, how to actually undertake this process and lastly, we will look at how to measure ORM efforts with analytics and performance metrics.
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What is ORM?
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The Importance of ORM in today’s digital age
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Best practices for ORM & response management
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Response management metrics and analysis
