Jakarta International Customer Service Institute (JICSI)

Menu
Menu
Menu
banner2-768x233
Menu

Master Guide Customer Service 2025

Topic Training :

Customer Experience Management

Setelah berhasil menyelesaikan Pelatihan Sertifikasi Customer Experience Management (CXM), peserta diharapkan akan mampu :

  • Memahami konsep inti manajemen pengalaman pelanggan dan penerapannya dalam dunia bisnis
  • Memahami relevansi kepuasan dan loyalitas pelanggan terhadap pertumbuhan bisnis
  • Memperoleh keunggulan kompetitif di pasar melalui pengalaman pelanggan yang berbeda
  • Meningkatkan retensi pelanggan sehingga menghasilkan bisnis yang berulang
  • Memperoleh pengetahuan tentang teknik dan praktik terbaik yang paling sesuai untuk membatasi pengalaman personal bagi pelanggan
  • Menghubungkan pelanggan secara emosional dengan merek
  • Meningkatkan penjualan untuk meningkatkan pertumbuhan bisnis
  • Mengurangi biaya akuisisi pelanggan melalui peningkatan retensi pelanggan
  • Mengembangkan preferensi merek dengan basis pelanggan yang tersedia.
Module 1 : Understanding Basics of Customer Experience Management (CEM)
  • The evolving role of customers
  • What is customer experience management?
  • The framework of Customer Experience Management (CEM)
  • Customer experience management vs Customer relationship management
  • Customer satisfaction, ACSI model
  • Customer loyalty, brand loyalty
Module 2 : Customer Experience
  • Constructs of customer experience: cognitive, affective, behavioural
  • Types of customer experience
  • Customer experience index
  • Customer experience as part of customer centricity
  • Designing customer experience
Module 3 : Customer Journey Mapping
  • Creation of journey maps
  • Identifying multiple touchpoints
  • Identifying KPIs
  • Omni-channel marketing
Module 4 : Customer Experience Research Methods
  • Quantitative research methods: surveys, customer segmentation
  • Qualitative research methods: interviews, observations
Module 5 : Customer Experience Strategy
  • Understanding your customers
  • Developing customer vision
  • Developing customer feedback channels
  • Developing emotional association with customers
  • Differentiating between customer service and customer experience
  • Use of analytics: Net promoter score
Module 6 : Role of Innovation in Customer Experience
  • Use of customer experience software
  • Marketing automation
  • Value co-creation
  • Innovation in customer loyalty programs
  • Tools and technologies: web analytics, A/B testing etc.
Module 7 : Challenges in Customer Experience
  • Dynamic and demanding customers
  • Globalization and increased competition
  • Customer experience as a differentiator
Module 8 : Use of Communication Channels and Social Networks in Experience Building
  • Use of social media marketing
  • Virtual customer environment