cem300 | undergraduate
Managing The Customer Experience
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What is the Customer Experience?
- Examine the Moments of Truth in customer service.
- Analyze the shopping and retail environment.
- Analyze the systems used to assess the needs and desires of customers.
The Evolution of Customer Care
- Analyze how customer service evolved into todayâs technology indulgent environment.
- Examine the shift from monitoring customer satisfaction to integrating techniques.
- Evaluate the culture shift from how a company is organized to how a company delivers.
Reputation and Customer Experience Management
- Explore the hierarchy of customer service management.
- Compare successful customer service experience management programs.
- Distinguish between the best and worst ranked customer service companies.
The Social Customer
- Analyze the impact of social media on your customer experience.
- Examine the possibility of using a social media manager and engaging in social media-based marketing.
- Compare the distinctive benefits and challenges of social media-based customer service.
Customer Service Strategies
- Analyze the need for deliberate customer service strategies.
- Appraise customer rewards systems.
- Analyze the concepts related to customer retention.
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