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LinkedIn Learning

Customer Experience Leadership

via LinkedIn Learning

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Overview

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Learn about customer experience from the leadership level. Explore ways to engage your employees, listen to your customers, build a culture of customer advocacy, and more.

Syllabus

Introduction
  • What does customer experience (CX) look like?
1. Establish Your Approach
  • Establish a broad understanding of customer experience
  • Define and communicate your vision and goals
  • Build on a foundation of employee engagement
2. Listen and Respond
  • Execute a voice of the customer strategy
  • Establish key performance indicators
  • Boost the strategic value of customer service
3. Educate and Design
  • Tell your customer’s story
  • Build your dashboards
  • Shape supporting processes and technologies
4. Inspire and Innovate
  • Build a culture of customer advocacy
  • Strive for participation in product and service innovation
  • Use governance to propel innovation
5. Build on the Momentum
  • Rally support for investments
  • Aspire to the highest level of leadership

Taught by

Brad Cleveland

Reviews

4.7 rating at LinkedIn Learning based on 2169 ratings

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