How to effectively manage customer experiences across engagement channels.
Customer Experience Management in a Digital Market Environment
Customer experience is defined as customers’ perceptions of their relationship with a firm or brand resulting from all their interactions with that firm/brand during the customer life cycle. Managing the conscious and subconscious experience – the practice of designing and reacting to customer interactions to meet or exceed customer expectations – increases customer satisfaction, loyalty and advocacy. While the concept of customer experience may sound idealistic or touchy-feely, it is in fact, a critical differentiator in today’s hyper-competitive, hyper-connected global marketplace.
Customer experience management is about more than serving your online customers. It’s about knowing your customers so completely that you can create and deliver personalized experiences that will entice them to not only remain loyal to you, but also to evangelize to others about you – and that’s the most valuable form of advertising there is.
The Experience
I’ve really appreciated all the effort that FIU put in order to make us possible living a great experience. All the staff and professors have been amazing.
Great lectures and professors. Good communication and exchange. Amazing and interesting company visits and contacts.
I loved the guest speakers and the company visits. I learned a lot from them and can implement the learnings into my everyday job.
The program structure and implementation were great.
The Program
Crafting and managing great customer experience equates to business success.
Key takeaways from the program were learning about Miami’s thriving industries and how the demographics are changing and how that is affecting things there. Also learning insights about how companies are running their businesses, from customer service to data analytics.
My favorite takeaways are: not only knowing who your customer is, it is just as important to know who your customer is NOT and that it is ok not to try to please everyone. And that data analytics is the future and understanding it is very important, what tools people are using for this – which I will take back to my manager to implement into my career development plan!
Intended Learning Outcomes
Key Components
Key People
View Schedule
