Learn how a great customer experience drives loyalty by being built on strong relationships.
- Once a company has the four major components…of customer experience;…an archetype, activities, interactions, and principles,…they can step back to assess…the strength of their customer relationship…by measuring the interactions.…To do this, we use a tool to assess relationships,…something we call a relationship framework.…This tool helps to expose gaps…and identify opportunities for improvement…by measuring three tenants critical…to building strong relationships;…breadth, depth, and consistency.…
Breadth refers to the frequency of interactions…across a customers experience.…Like a personal relationship,…the more time you spend with someone…the closer you get.…Think about all the interactions you have…with Google products like Gmail, Calender, or Search.…The more you interact with those products,…the more reliable Google becomes.…We trust them to meet our needs.…When considering breadth,…companies should do their best to avoid…unnecessary or unsolicited interactions,…and instead look for interactions…that support their customer throughout their experience.…
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