Chapter Name: Evaluating new approaches to understanding customers
Description:Examines modern techniques like customer experience design and data analytics to understand and engage customers more effectively.
Purpuse:To equip learners with methods to analyze and respond to changing customer expectations.
Rational:Understanding customer behavior drives improved services and increased customer retention.
Chapters Topics
Applying Customer Experience and Design Thinking Processes to Find New Ways to Create Value
Introduces customer experience management and design thinking methodologies to understand customer needs, enhance satisfaction, and innovate in product and service offerings.
Moving from Segmentation to Personalization to Optimize Individual Relationships
Focuses on the shift from broad market segmentation to personalized marketing strategies, leveraging customer data to tailor offerings and communications to individual preferences.
Develop customer personas and the customer journey to understand key marketing moments
This topic emphasizes the creation of detailed customer personas and mapping the customer journey to identify critical touchpoints. Understanding these moments allows businesses to tailor marketing strategies that resonate with customers at every stage, enhancing engagement and conversion rates.
Establish customer experience (CX) synergies and balance between employees, customers, and shareholders
Focuses on aligning customer experience strategies with employee satisfaction and shareholder interests. This balance ensures that the organization delivers value to customers while maintaining profitability and a positive work environment.