Measuring and developing of the customer experience

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Measuring and developing of the customer experience
Focusing only on customer experience management isn’t enough. Continuous measurement and development is necessary to create those wow-moments in the future as well. In the training you will learn how to measure and utilize the results in order to develop the customer experience in the long run.

Fördjupande nivå



Den inspelade utbildningen kan hittas

Varaktighet: 00:28:55
Datum: 20.11.2018
Inspelningen är tillgänglig tillsvidare

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Training content

  • What, why and how
  • Company culture
  • Customer experience and employee experience

About the trainer

Micaela Solana
Business coach
Valmennus Micaela

Micaela is a proficient coach and educator, who has also gained years of valuable experience working in executive management positions in service industry companies.

She is a passionate, innovative and collaborative coach, who wants to challenge and inspire people to create and conduct better leadership, working environments and customer experiences, that inevitably result in more profitable business.

Andra som tittat på denna utbildning har även varit intresserade av:

Inspelning (Demo)

Detta är en demoversion, en inspelning under en period av 5 minuter.
Påbörja din kostnadsfria testperiodBeställ paket


1: Indexation
00:00:05 Content
00:00:35 Customer experience measurement
00:01:28 Question
00:01:56 1.What to measure in CX?
00:03:04 2.General steps to create a CX measurement action plan
00:07:13 3.Tools for CX measurement
00:10:20 Question
00:11:09 4.Net promoter score
00:14:30 NPS criticism
00:17:11 5.CX Measurement with NPS
00:19:12 6.How to use NPS to minimize churn and create more loayl customers
00:23:38 Measuring alone is not enough
00:24:19 7.Utilizing the measurement resuslts to improve customer experience
00:26:36 Remember