Creating Customer Experiences

Course Duration: 3 Hours | "Customer is the King” is an often-used (and sometimes abused) phrase. Often Customer centricity is assumed to be about offering price discounts or meeting every need of all customers. This course throws light on what does it actually mean to be “Customer Centric”. How do we measure customer centricity and more importantly how does customer centricity translate into profits for the organization? This interactive course will help you break many myths of Customer centricity and gain fundamental knowledge of tools to measure it.
What will you learn?
  • Understand the crucial stakeholder: Customer
  • An insight into customer lifetime value
  • Learn the concept of the Leaky Bucket and understand the touch points of a customer
  • Mapping the customer experience journey with the help of an exercise
  • Importance of building lasting relationship with the customer and gain the knowledge of Net Promoter Score
  • Learn about the best practices, tips that leaders follow to succeed with NPS and understand how NPS is different from CSAT

The course helped in understanding the crucial stakeholder: The customer. Gave insight into customer lifetime value. Also, mapping the customer experience journey and the importance of building a lasting relationship with the customer. The course is worth investing time.

Tarika Sharma

Rallis

About Instructor

Usha Rangarajan

Usha is a corporate consultant and coach. Earlier, she was the Chief Transformation Officer of Tata Teleservices, and has worked with various other corporates including Wipro and Indian Hotels. Usha's consulting and teaching is focused on the areas of customer centricity and service excellence.

18 Courses

Not Enrolled
INR 2500

Course Includes

  • 5 Lessons
  • 1 Quiz
  • Course Certificate