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The 10 Pillars of Customer Experience

Posted By: lucky_aut
The 10 Pillars of Customer Experience

The 10 Pillars of Customer Experience
Duration: 38m 59s | .MP4 1280x720, 30 fps(r) | AAC, 48000 Hz, 2ch | 278 MB
Genre: eLearning | Language: English

Customer experience is a team sport! When everyone understands customer experience and the key pillars that support it, powerful enthusiasm, alignment, and collaboration tend to follow. In this course, Brad Cleveland explains what customer experience is and shows you 10 key pillars that, together, create a positive customer experience. Brad explains how to build the foundation for customer experience through vision, goals, and employee engagement. He highlights the importance of listening, both through a great voice of the customer (VoC) strategy and through customer service opportunities that provide insight on where to improve. Brad goes over how to design a better customer experience by wrapping data in a compelling customer narrative and improving processes and technology. He covers building inspiration through customer advocacy and innovation, then dives into using investments and leadership to build and maintain momentum.

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