Global Certificate in Marketing Customer Satisfaction Analysis
-- ViewingNowThe Global Certificate in Marketing Customer Satisfaction Analysis is a comprehensive course that equips learners with essential skills to excel in the marketing industry. This program emphasizes the importance of understanding customer needs, behaviors, and preferences to drive marketing strategies and improve customer satisfaction.
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⢠Customer Satisfaction Metrics: Understanding and measuring customer satisfaction through primary metrics, including Customer Satisfaction Score (CSAT), Net Promoter Score (NPS), and Customer Effort Score (CES).
⢠Data Collection Techniques: Exploring various methods for gathering customer feedback, such as surveys, interviews, focus groups, and social media monitoring.
⢠Data Analysis Methods: Analyzing customer feedback data using qualitative and quantitative techniques, including text analytics and statistical analysis.
⢠Customer Journey Mapping: Identifying and mapping touchpoints in the customer journey, understanding customer needs and pain points at each stage, and optimizing experiences for increased satisfaction.
⢠Voice of the Customer (VoC) Programs: Designing and implementing VoC programs to capture customer insights, prioritize improvements, and measure the success of customer experience initiatives.
⢠Customer Experience Metrics: Connecting customer satisfaction to business outcomes and measuring the impact of customer experience initiatives using metrics such as Customer Lifetime Value (CLV), churn rate, and customer retention rate.
⢠Integrating Customer Feedback into Business Processes: Incorporating customer feedback into decision-making processes, product development, and marketing strategies to drive continuous improvement and innovation.
⢠Customer Segmentation and Personalization: Segmenting customers based on satisfaction levels, behavior, and needs, and personalizing experiences to increase satisfaction and loyalty.
⢠Managing Customer Expectations: Understanding customer expectations, setting realistic expectations, and meeting or exceeding those expectations to drive customer satisfaction and loyalty.
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