Lynda - Design Thinking: Customer Experience
Size: 259 MB | Duration: 0h 34m | Video: AVC (.mp4) 1280x720 30fps | Audio: AAC 48KHz 2ch
Genre: eLearning | Level: Intermediate | Language: English
Customer expectations are higher than ever before, and business success is becoming more and more dependent on a company's ability to meet or exceed those expectations with nearly every interaction.

Customer expectations are higher than ever before, and business success is becoming more and more dependent on a company's ability to meet or exceed those expectations with nearly every interaction. Customer experience-or CX-is the summary of all the interactions a company has with a customer over time. While understanding how to consider and choreograph those interactions is undeniably complex, at its core, customer experience is about something quite simple: relationships. In this course, frog's director of strategy, Geoffrey Schwartz, introduces you to customer experience and why it's important in today's hypercompetitive world. Geoffrey breaks down the different components that make up a customer experience, like archetypes, activities, interactions, and experience principles. Throughout the course, he uses real-world examples to demonstrate how those components come together to form a company's relationship with their customers. At the end of the course, you'll have the foundational tools needed to take a holistic view of an organization's customer experience and identify opportunities that can deepen relationships and drive loyalty.


* What is customer experience (CX)?
* Why is customer experience important?
* The business value of customer experience
* The core components of customer experience
* Building empathy for customers
* Engaging customers on an emotional level
* Tools for organizational alignment
* Designing meaningful products and services
* Identifying opportunities for innovation and customer loyalty
* How to build strong customer relationships

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