Consumer Experience training course

Course description

This important Customer Experience course focuses on the increasing importance of the experience of your customers when interacting with your business.

Through a deep understanding of the customer journey, participants are exposed to the tools to leverage the changing nature of your digital customers. They also learn to create feedback loops and to fully embed the customer experience within your business.

The course combines a mix of dynamic video-lectures, engaged discussions, and interactive supporting material. Concepts are illustrated through cases of companies in diverse industries and executives will end the course with a digital transformation roadmap for their own organizations.

Modules overview

ESSENTIALS

The advent of digital technologies has dramatically influenced the way in which customers and businesses interact. Businesses that successfully deliver great customer experiences recognise that the relationship between the two entities is ongoing and needs to be maintained and nurtured.

In this module, we will discuss how to approach a customer experience strategy, looking at its main components and how to set-up the goals.

STRATEGY

While there are plenty of ways to gain basic information about your audience, such as website forms and customer reviews, in order to get a really detailed view of your customers, however, you’ll need to find new ways of identifying your target markets and customer profiles.

In this module, we discuss the various methods of sourcing for information about your customers and how to use this data to understand your clients. Furthermore, we discuss how to understand your customer’s emotions and improve their experience throughout their customer journey.

BEST PRACTICES

In the planning stages of your strategy, you can use your personas and audience segments to shape your content strategy and ensure you are focusing on improving the experience at every step of the customer journey. You will also need to look at the way to bring your audience in and the methods to provide seamless experiences across the devices they navigate.

This module discusses personalization and the way it supports your customer’s experience across touchpoints and devices. And finally, it also discusses the power of customer feedback to continue fine-tuning your customer experience.

CONSUMER CENTRICITY

The competition nowadays is getting stiffer, and consumer expectations are getting higher and higher, so now more than ever it’s important for businesses to have a serious think about what they can do to be as consumer centric as possible, and that’s where we can help.

In this module, we’ll explore some of the different technological and cultural changes you can make to your business to adopt a more consumer-centric approach. We’ll also look at how you can measure the effectiveness and real business impact of putting the consumer at the heart of everything you do.

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Course Delivery

High Definition Videos

The high definition video-lectures are designed by our specialist product teams and leading industry experts who create an update our course content on a continuous basis

Class Participation

The discussion forums are designed to explore topics & issues. You will interact and learn from fellow students who face similar challenges and provide different POV to the discussions

Personalised Tuition

Interact with your course instructor to obtain the support to advance towards your certification

Your Learning Journey

Click the video below for an introduction to learning with Digitally Smart

Course Fees

Fees for the Certification Program are $275. They include tuition, learning material and evaluation & certification.

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Payment Details

To secure your slot in the certification course, payment needs to be submitted at least 3 working days before the course start date. Payment methods include mobile money and credit card

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Questions?

When are the lectures? Can I balance work and studies?
- All video-lectures are pre-recorded for you to access them at your convenience. This means that you don't need to attend the lectures at any specific time. Every week we release a new module with the corresponding learning materials, and students have the whole week to go through the materials. By the end of the module, students are required to complete their weekly assignment and test quiz which will be graded by your tutor.
  
  Due to the high level of flexibility, the course suitable and convinient for students engaged in other study programs as well as working professionals.
Is there a final exam?
- The course evaluation and assessment occurs on an on-going basis. This means that you will not need to take a final exam. Instead, you will earn your certification based on the scores attained through your weekly submissions. Learn from season professionals with global exposure.
  
  All of our lecturers are leading professionals in the digital marketing sector, running and delivering online marketing campaigns, using the latest tools and techniques on a daily basis.
  
  This provides an exceptional opportunity to our students, as our lecturers enrich the learning experience with real life examples and case studies.
Which are the learning outcomes of the Consumer Experience course?
- Through this immersive course you will learn:
  
  · The building blocks of your customer experience strategy
  · What audience segmentation is and how to leverage it for consumer insights
  · What the customer journey is and its stages
  · To leverage omnichannel marketing to support your customer experience strategy
  · The challenges faced in incorporating a consumer-centric approach for your business
  · The key technologies to gather consumer data