Customer Experience Metrics provides a comprehensive framework for understanding and analyzing customer interactions within the retail sector. Participants will delve into various metrics that influence customer satisfaction and loyalty, learning to leverage data for actionable insights. The course emphasizes hands-on projects that allow learners to apply theoretical knowledge in real-world scenarios, enhancing their ability to measure and improve customer experiences effectively.
Through interactive sessions, participants will engage in collaborative projects that culminate in a final presentation of their findings. The course encourages the publication of results in Cademix Magazine, providing an opportunity for learners to showcase their expertise and contribute to the broader community. By the end of the program, participants will possess the skills necessary to implement customer experience metrics strategically, driving improvements in service excellence and operational efficiency.
Understanding the importance of customer experience in retail
Identifying key performance indicators (KPIs) for customer experience
Analyzing customer feedback through surveys and interviews
Utilizing data analytics tools to interpret customer behavior
Developing customer journey maps to visualize interactions
Implementing Net Promoter Score (NPS) and Customer Satisfaction Score (CSAT)
Exploring the role of customer experience in brand loyalty
Conducting competitive analysis on customer experience strategies
Creating actionable improvement plans based on metrics
Final project: Presenting a comprehensive customer experience metrics report