Mastering Customer Experience and Engagement

Objectives

• Understand the key principles of customer experience and engagement.
• Develop strategies to enhance customer interactions across various touchpoints.
• Learn to leverage data and technology for personalized customer engagement.
• Explore methods to build long-term customer loyalty and satisfaction.

Content

Foundations of Customer Experience

• Defining customer experience and engagement
• The importance of customer-centric culture
• Customer journey mapping and touchpoint analysis
• Measuring and evaluating customer experience

Creating Engaging Customer Interactions

• Personalization strategies for customer engagement
• Effective communication and active listening skills
• Multi-channel engagement: online, offline, and social media
• Building rapport and trust with customers

Leveraging Data and Technology for Engagement

• Customer data analytics and insights
• Tools and technologies for personalized experiences
• CRM systems and automation in customer engagement
• Social listening and sentiment analysis

Building Customer Loyalty and Satisfaction

• Strategies for customer retention
• Handling complaints and turning negative experiences into opportunities
• Building advocacy and brand loyalty
• Continuous improvement and feedback loops for customer satisfaction

DATE:

1ST BATCH: 18th – 21st Mar,                                       2025    

2ND BATCH: 1st – 4th July,                                           2025

3RD BATCH: 28th – 31st Oct,                                       2025