Customer Experience Innovation at Medill School of Journalism, Media, Integrated Marketing Communications, Evanston

By Medill School of Journalism, Media, Integrated Marketing Communications, Evanston via GetSmarter

Develop frameworks and skills required to create quantifiable business success while driving creative consumer experiences.

Online

6 Weeks

75,926 INR

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Quick Facts

Medium Of Instructions	Mode Of Learning	Mode Of Delivery
English	Self Study	Video and Text Based

Course Overview

According to a Gartner report, 75% of organizations can demonstrate that customer happiness enhances value proposition and promotes sales growth. Customer Experience Innovation online course is intended to broaden the awareness of what motivates customer engagements, allowing students to investigate why these connections are critical in today's corporate environment and explain how they may be changed through evolutionary success.

In the 6 weeks course, students will get the chance to apply the 5C’s methodology of Northwestern Medill (Context, Content, Calibration, Collaboration and Conversion) under the supervision of professional instructors. The Customer Experience Innovation training assists candidates in developing meaningful and tailored interactions at each stage of the customer experience.

The Customer Experience Innovation syllabus delves into marketing technology (MarTech) and explains how to use it in conjunction with analytics to acquire, keep, and develop customer relationships more effectively and efficiently. After completing this course, applicants will be able to connect a MarTech approach with their organization's strategic management and produce quantifiable business growth using a toolset of customer experience (CX).

The Highlights

Online learning
7-9 hours per week
Course provider Getsmarter
Projects and assessments
Northwestern University offering
Shareable certificate
6 weeks duration
Self-paced learning
Downloadable resources
Split option of payment

Programme Offerings

Offline resources
Case Studies
online learning
quizzes
video lectures
Live polls
Self-paced learning
Infographics

Courses and Certificate Fees

Certificate Availability	Certificate Providing Authority
yes	Medill School of Journalism, Media, Integrated Marketing Communications, Evanston

Fee type	Fee amount in INR
Customer Experience Innovation fees	Rs. 75,926 (Incl of all taxes)

Eligibility Criteria

Certification Qualifying Details

To qualify for the Customer Experience Innovation certification, Participants must finish all necessary teaching models as well as deliver all the relevant projects and assignments. Students will also be expected to participate in learning activities such as quizzes, case studies, live polls, surveys, and so on. Applicants must satisfy all of the requirements stated in the coursebook in order to be certified.

What you will learn

Customer serviceRisk Management

After completing the Customer Experience Innovation online training, Entrants will gain the ability to use the 5Cs framework of Northwestern Medill to produce a great customer experience and the ability to match a MarTech approach with broader company objectives. Learners will also gain the capacity to use data and new marketing technology to acquire, keep, and develop client connections in an efficient and effective manner and a customized CX toolkit to assist the firm in generating dynamic consumer experience and driving business growth. Students will get a grasp of different risk management approaches for evaluating and improving customer service, as well as how to calculate the value proposition of the consumer experience.

Who it is for

Customer Service ManagerBusiness ManagerBusiness Development Manager

Professionals who aim to improve the customer experience in order to increase customer loyalty and retention.
Those who are currently in the marketing sector and want to improve their skill set, learn about the newest technological innovations influencing customer experience (CX).
Managers who want to learn how to advise their teams using the latest developments in digital customer experience should attend this course.
Entrepreneurs and business owners who wish to gain a practical grasp of CX in order to utilize it for the overall success of an organisation.

Admission Details

To get admission to the Customer Experience Innovation course for beginners, follow the steps mentioned below:

Step 1. To open the official course page, follow the given link (https://www.getsmarter.com/products/northwestern-university-customer-experience-innovation-online-program)

Step 2. To start the registration process, click the ‘Register Now’ button available on the course page

Step 3. Read the terms and conditions, agree to continue

Step 4. Fill in the personal details to create an account on Getsmarter for further reference

Step 5. Provide the sponsor information and billing address

Step 6. Pay the program fee and start the online class

The Syllabus

Discuss the role that customer-centricity plays in a dynamic marketing
Recognize how dynamic marketing has evolved from traditional marketing
Identify how to drive customer experience by using the 5Cs capabilities framework
Apply the 5Cs framework to determine the role that customer experience plays in a dynamic marketing approach
Determine the impact that the customer journey has on lifetime customer experience value

Determine how content is driven by contextual insight
Identify the types of consumer needs and how these are determined by context
Recommend a channel and a message for a brand by considering how context and content inform the customer journey
Investigate how content delivery platforms allow for the generation of personalized content

Review how qualitative and quantitative data facilitates the next-best-action for the customer
Identify customer and business conversion metrics along the customer journey
Conclude how a brand can utilize metrics to optimize the customer journey
Determine how calibrating the customer journey optimizes customer experience

Determine the ways in which collaboration can enhance customer experience and increase the customer lifetime value
Identify how service presents an opportunity for customer engagement
Deduce the types of information an organization requires in order to acquire, retain and expand customer relationships
Investigate how to drive positive user-generated content and mitigate the effects of negative customer feedback

Determine how to align a MarTech strategy with overall business goals
Identify how the 5Cs capabilities framework can be enabled by MarTech
Assess how a MarTech strategy can address a business problem by strengthening the 5Cs
Investigate how the six capabilities of MarTech support both the customer journey and business strategy

Determine how developing a customer engagement index can increase the customer lifetime value
Review how the 5Cs capabilities framework drives lifetime customer value
Develop your own personal customer experience toolkit
Reflect on how the 5Cs capabilities framework can be applied in your own context

Instructors

Medill School of Journalism, Media, Integrated Marketing Communications, Evanston Frequently Asked Questions (FAQ's)

1: What is Customer Experience in simple words?

Everything linked to a business that influences a customer's attitudes and sentiments about a product or service is referred to as customer experience.

2: What are the 2 kinds of experience?

Perceptual and sensory are the 2 kinds of experience.

3: What is the main part of providing excellent customer service?

Meeting and exceeding expectations is the main part of providing excellent customer service.

4: What are the 3 P’s of customer service?

People first attitude, professionalism and patience are the 3 Ps of customer service.

5: Which is the best customer experience course?

The Customer Experience Innovation course provided by Northwestern University is one of the best courses in customer experience.