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Learning Objectives
1. Importance of Customer Experience for Business Growth
Satisfied customers lead to better cross sell, upsell, higher sales, retention, lifetime value, organic growth, and profit management.
2. Challenges in Measuring Customer Satisfaction
Identifying key performance indicators, correct measurements, and understanding repeat contact rates are key challenges in improving customer satisfaction.
3. Utilizing Analytics to Improve Customer Interactions
Analytics can enhance accuracy and reliability of data collected during customer interactions, providing detailed insights into customer issues and improving overall customer experience.
Focus on analyzing and addressing the high volume of delivery and return-related customer contacts to improve service quality and customer satisfaction.
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Who's it for
Customer Experience Managers
Business Analysts
Marketing Executives
Operations Managers
Data Analysts
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What will I learn
Chapter 1
Customer Experience Importance
Exploring the significance of customer experience, this chapter emphasizes how satisfied customers drive business success. It elaborates on the benefits of customer retention, cross-selling, and upselling opportunities, leading to organic growth and profitability.
Chapter 2
Key Performance Indicators for Customer Experience
This chapter discusses the core content of identifying key performance indicators for measuring customer experience effectively. It addresses challenges in obtaining accurate measurements and understanding repeat contact rates to enhance overall customer satisfaction.
Chapter 3
CSAT Score Analysis
An in-depth analysis of the customer satisfaction score (CSAT) reveals an industry-compliant rating of 82%, indicating good performance. However, caution is advised to address underlying issues and gather deeper insights beyond the surface level to improve CSAT to 85%.
Chapter 4
Using Analytics in Customer Interactions
This chapter outlines the role of analytics in enhancing data collection and reliability during customer interactions. It addresses challenges faced by agents in filling out disposition forms and the potential benefits of leveraging analytics for detailed customer issue insights.
Chapter 5
Addressing Customer Contact Volumes
Analyzing the high volume of delivery and return-related customer contacts, this chapter focuses on identifying intervention channels to optimize customer experience. It proposes proactive solutions and encourages thinking creatively to challenge organizational constraints.
Chapter 6
Enhancing Customer Experience Through Analytics
Exploring the application of analytics in improving customer experience, this chapter highlights ten ways analytics can enhance initiatives such as providing preferential treatment, personalized deals, and tailored strategies. Understanding customer personas and segment-specific targeting strategies are discussed.
Chapter 7
Improving Outbound Delivery Services
This chapter compares mobile versus GM products to reduce costs and enhance customer satisfaction. It addresses customer complaints, returns, and the process of implementing an Outbound Delivery service. Collaboration among stakeholders and creating effective communication channels are crucial for seamless customer interaction.
Meet your Mentor
Kumar Partho Talukdar
Associate Director - Customer Experience Design @ Flipkart
Kumar Partho Talukdar is a dynamic professional with a rich background in customer experience design and analytics consulting. As an Associate Director at Flipkart, he drives innovative strategies to enhance customer journeys. His leadership at [24]7.ai exemplifies his expertise in delivering analytics solutions that drive business success and achieve objectives effectively.
Frequently Asked Questions
What are the main pillars of Designing?
The main pillars of designing include creativity, functionality, aesthetics, user experience, and problem-solving skills.
What is Designing, and why is it important to learn about?
Designing involves creating solutions with aesthetics and functionality. Learning design is vital for innovation and problem-solving in various fields.
Is these Designing course designed for corporate training and workforce upskilling?
Yes, the Designing courses are tailored for corporate training and to enhance skills for professional development.
How long can I access the free online design course content?
You can access the free online design course content for an unlimited period once you enroll.
Will I receive a certification upon completion of the free online design course course?
Yes, a certification of completion is provided upon successfully finishing the free online design course.
Navigate Challenges, Leverage Analytics for CX Design
4.8
(360 ratings)
Intermediate
Tomorrow, 9:30 pm GMT
26k Learners enrolled
Mentor
Kumar Partho Talukdar
Associate Director - Customer Experience Design @ Flipkart
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