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Customer Experience Management Training

  • Course type: Self-paced
  • Available Lessons: 41
  • Average Lesson Length: 8 min
  • Eligible for Certificate: Yes

    Certificates show that you have completed the course. They do not provide credit.

  • Watch a preview:

    What is a Customer? - Definition & Overview

  • Customer Experience Management Training Practice Test

Course Summary

This convenient online corporate training course can help your employees learn the foundations of customer experience management. Assign these simple lessons to your employees to help them better engage customers and manage positive customer experiences.
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6 chapters in Customer Experience Management Training

Course Practice Test

Check your knowledge of this course with a 50-question practice test.
  • Comprehensive test covering all topics
  • Detailed video explanations for wrong answers
Week {{::cp.getGoalWeekForTopic(0, 6)}}
Ch 1. Managing the Customer Experience {{cp.topicAssetIdToProgress[157153].percentComplete}}% complete
Course Progress Best Score
Lesson 1 - What is a Customer? - Definition & Overview Score: {{cp.lessonAssetIdToProgress[157155].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[157155].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[157155].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[157155].bestScoreQuestions}}  Take Quiz Optional
Lesson 2 - What is Customer Experience Management? Score: {{cp.lessonAssetIdToProgress[157157].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[157157].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[157157].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[157157].bestScoreQuestions}}  Take Quiz Optional
Lesson 3 - What is a Customer Experience Manager? Score: {{cp.lessonAssetIdToProgress[157159].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[157159].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[157159].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[157159].bestScoreQuestions}}  Take Quiz Optional
Lesson 4 - Software for Customer Experience Management Score: {{cp.lessonAssetIdToProgress[157161].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[157161].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[157161].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[157161].bestScoreQuestions}}  Take Quiz Optional
Lesson 5 - What is a Customer Experience Director? Score: {{cp.lessonAssetIdToProgress[157163].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[157163].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[157163].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[157163].bestScoreQuestions}}  Take Quiz Optional
Lesson 6 - Customer Effort Score: Definition & Calculation Score: {{cp.lessonAssetIdToProgress[157165].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[157165].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[157165].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[157165].bestScoreQuestions}}  Take Quiz Optional
Lesson 7 - How to Delight Customers: Principle & Examples Score: {{cp.lessonAssetIdToProgress[157167].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[157167].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[157167].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[157167].bestScoreQuestions}}  Take Quiz Optional
Lesson 8 - Key Drivers: Definition & Analysis Score: {{cp.lessonAssetIdToProgress[157169].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[157169].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[157169].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[157169].bestScoreQuestions}}  Take Quiz Optional
Week {{::cp.getGoalWeekForTopic(1, 6)}}
Ch 2. Marketing in Customer Experience Management {{cp.topicAssetIdToProgress[157171].percentComplete}}% complete
Course Progress Best Score
Lesson 1 - What is a Customer Profile? - Definition & Examples Score: {{cp.lessonAssetIdToProgress[157173].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[157173].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[157173].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[157173].bestScoreQuestions}}  Take Quiz Optional
Lesson 2 - Audience Profile: Definition & Examples Score: {{cp.lessonAssetIdToProgress[157175].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[157175].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[157175].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[157175].bestScoreQuestions}}  Take Quiz Optional
Lesson 3 - Consideration Set in Marketing: Definition & Example Score: {{cp.lessonAssetIdToProgress[157177].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[157177].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[157177].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[157177].bestScoreQuestions}}  Take Quiz Optional
Lesson 4 - Brand Marketing: Definition & Strategy Score: {{cp.lessonAssetIdToProgress[157179].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[157179].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[157179].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[157179].bestScoreQuestions}}  Take Quiz Optional
Lesson 5 - Product Centric Marketing: Definition & Explanation Score: {{cp.lessonAssetIdToProgress[157181].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[157181].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[157181].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[157181].bestScoreQuestions}}  Take Quiz Optional
Lesson 6 - Psychographics in Marketing: Definition & Examples Score: {{cp.lessonAssetIdToProgress[157183].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[157183].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[157183].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[157183].bestScoreQuestions}}  Take Quiz Optional
Lesson 7 - Latent Class Analysis: Model & Segmentation Score: {{cp.lessonAssetIdToProgress[157185].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[157185].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[157185].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[157185].bestScoreQuestions}}  Take Quiz Optional
Lesson 8 - How to Run a Workshop Score: {{cp.lessonAssetIdToProgress[157187].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[157187].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[157187].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[157187].bestScoreQuestions}}  Take Quiz Optional
Week {{::cp.getGoalWeekForTopic(2, 6)}}
Ch 3. Selling to a Customer {{cp.topicAssetIdToProgress[157189].percentComplete}}% complete
Course Progress Best Score
Lesson 1 - Customer Personas: Definition & Examples Score: {{cp.lessonAssetIdToProgress[157191].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[157191].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[157191].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[157191].bestScoreQuestions}}  Take Quiz Optional
Lesson 2 - Alan Cooper: Biography & Customer Personas Score: {{cp.lessonAssetIdToProgress[157193].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[157193].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[157193].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[157193].bestScoreQuestions}}  Take Quiz Optional
Lesson 3 - Mapping the Customer Journey: Examples & Management Score: {{cp.lessonAssetIdToProgress[157195].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[157195].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[157195].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[157195].bestScoreQuestions}}  Take Quiz Optional
Lesson 4 - Sales Funnel: Definition & Stages Score: {{cp.lessonAssetIdToProgress[157197].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[157197].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[157197].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[157197].bestScoreQuestions}}  Take Quiz Optional
Lesson 5 - Path to Purchase Model: Touch Points & Overview Score: {{cp.lessonAssetIdToProgress[157199].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[157199].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[157199].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[157199].bestScoreQuestions}}  Take Quiz Optional
Week {{::cp.getGoalWeekForTopic(3, 6)}}
Ch 4. Engagement Through Customer-Centricity {{cp.topicAssetIdToProgress[157201].percentComplete}}% complete
Course Progress Best Score
Lesson 1 - Customer Centric: Definition & Examples Score: {{cp.lessonAssetIdToProgress[157203].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[157203].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[157203].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[157203].bestScoreQuestions}}  Take Quiz Optional
Lesson 2 - Client-Centric Experience: Definition & Example Score: {{cp.lessonAssetIdToProgress[157205].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[157205].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[157205].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[157205].bestScoreQuestions}}  Take Quiz Optional
Lesson 3 - Customer-Centric Companies: Culture & Examples Score: {{cp.lessonAssetIdToProgress[157207].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[157207].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[157207].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[157207].bestScoreQuestions}}  Take Quiz Optional
Lesson 4 - Customer-Centric Sales: Definition & Strategy Score: {{cp.lessonAssetIdToProgress[157209].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[157209].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[157209].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[157209].bestScoreQuestions}}  Take Quiz Optional
Lesson 5 - Customer Service Culture: Definition & Overview Score: {{cp.lessonAssetIdToProgress[157211].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[157211].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[157211].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[157211].bestScoreQuestions}}  Take Quiz Optional
Lesson 6 - Client Engagement: Model & Strategies Score: {{cp.lessonAssetIdToProgress[157213].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[157213].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[157213].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[157213].bestScoreQuestions}}  Take Quiz Optional
Lesson 7 - Customer Engagement: Definition & Metrics Score: {{cp.lessonAssetIdToProgress[157215].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[157215].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[157215].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[157215].bestScoreQuestions}}  Take Quiz Optional
Lesson 8 - What is a Customer Engagement Manager? Score: {{cp.lessonAssetIdToProgress[157217].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[157217].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[157217].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[157217].bestScoreQuestions}}  Take Quiz Optional
Lesson 9 - Customer Engagement Strategies Score: {{cp.lessonAssetIdToProgress[157219].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[157219].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[157219].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[157219].bestScoreQuestions}}  Take Quiz Optional
Lesson 10 - What is Social Media Engagement? - Strategy & Examples Score: {{cp.lessonAssetIdToProgress[157221].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[157221].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[157221].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[157221].bestScoreQuestions}}  Take Quiz Optional
Lesson 11 - Customer Engagement Marketing: Definition & Strategies Score: {{cp.lessonAssetIdToProgress[157223].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[157223].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[157223].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[157223].bestScoreQuestions}}  Take Quiz Optional
Week {{::cp.getGoalWeekForTopic(4, 6)}}
Ch 5. Customer Loyalty & Retention {{cp.topicAssetIdToProgress[157225].percentComplete}}% complete
Course Progress Best Score
Lesson 1 - What is Customer Loyalty? - Definition & Retention Score: {{cp.lessonAssetIdToProgress[157227].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[157227].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[157227].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[157227].bestScoreQuestions}}  Take Quiz Optional
Lesson 2 - What is Customer Loyalty? - Analytics & Solutions Score: {{cp.lessonAssetIdToProgress[157229].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[157229].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[157229].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[157229].bestScoreQuestions}}  Take Quiz Optional
Lesson 3 - Customer Loyalty Loop: Definition & Model Score: {{cp.lessonAssetIdToProgress[157231].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[157231].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[157231].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[157231].bestScoreQuestions}}  Take Quiz Optional
Lesson 4 - Marketing Funnel vs. Loyalty Loop: Comparison & Explanation Score: {{cp.lessonAssetIdToProgress[157233].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[157233].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[157233].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[157233].bestScoreQuestions}}  Take Quiz Optional
Lesson 5 - Measuring Customer Retention for a Business Score: {{cp.lessonAssetIdToProgress[157235].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[157235].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[157235].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[157235].bestScoreQuestions}}  Take Quiz Optional
Lesson 6 - Calculating Net Promoter Score Benchmarks Score: {{cp.lessonAssetIdToProgress[157237].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[157237].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[157237].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[157237].bestScoreQuestions}}  Take Quiz Optional

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Practice Tests in this course
Check your knowledge of this course with a 50-question practice test. Once you take the test, you will receive a detailed exam report complete with your personal statistics and even specific lessons to focus on! Take the practice test now
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  • Video lessons to explain complicated concepts
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