Introduction to Customer Feedback Management

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Ghiz Ari

1:41:13

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1 - Introduction

1 - Introduction.mp4

04:21

2 - Customer Feedback Management Definitions

2 - Why becoming customer centric is important.mp4

03:57

3 - Customer feedback is an important component of customer centricity.mp4

01:51

4 - Customer Feedback Management definition actors.mp4

03:45

5 - What impact when customer feedack is well vs not well managed.mp4

04:58

3 - Design an Effective Customer Feedback Management System

6 - Define your Business Objectives.mp4

03:18

7 - Define CFM objectives.mp4

03:35

8 - Define your methodology.mp4

05:33

9 - Define your metrics.mp4

06:02

10 - Select your channels.mp4

02:51

11 - Choose the right Software Provider.mp4

04:54

12 - Craft wellstructured questions.mp4

05:18

4 - The Mechanism of Collecting and Analyzing Cutomer Feedback

13 - Choose your Feedback Collection Mechanism.mp4

06:56

14 - Data Analysis principles.mp4

04:08

15 - NPS Analysis Illustration.mp4

03:03

5 - Leveraging Feedback for Action and Improvement

16 - Refine your Reporting and Storytelling.mp4

07:15

17 - Action prioritization.mp4

05:39

18 - Planning Actions.mp4

08:27

19 - Develop a Customer Feedback Management Culture.mp4

01:42

6 - Applications of Customer Feedback Management in Business

20 - Applications of Customer Feedback Management in Business.mp4

08:57

7 - Ethical Considerations in Feedback Management

2 - Quiz.html

21 - Ensuring privacy and data protection in feedback collection and analysis.mp4

03:45

8 - What you have learned

22 - What you have learned.mp4

00:58

Description

A Blueprint to design and implement a customer feedback management system

What You'll Learn?

Understand the importance of customer and user feedback in driving business success and fostering customer-centricity.
Learn the key principles and best practices of feedback management.
Familiarize yourself with various feedback collection methods and tools.
Familiarize yourself with ways to analyze and interpret customer and user feedback.
Get insights on few techniques for prioritising feedback and setting actionable goals.
Explore strategies for effectively communicating feedback insights to stakeholders.
Develop an understanding of how to implement feedback-driven improvements and track their impact.
Understand ethical considerations and privacy concerns related to feedback management.

Who is this for?

This mini is ideal newbies in the customer experience management, but also for subject matter experts and professionals who are responsible for gaining customer insights, measuring customer experience. Professionals who need to develop, design customer centric products and services; decision makers and team leaders responsible for operational and financial improvements based on customer experience.

What You Need to Know?

Any interest in improving customer experience and learning how to build a customer feedback system

More details

Description
Welcome to this course
This comprehensive introduction course provides a solid foundation in customer and user feedback management, equipping participants with the essential knowledge and skills to effectively collect, analyze, and leverage feedback to drive meaningful improvements in products, services, and customer experiences. Whether you're new to the subject or looking to expand your existing knowledge, this course will provide you with the skills and confidence you need to kick off your journey in customer feedback management.
You will gain insights into the feedback collection methods, and understand how to turn feedback into actionable strategies for continuous improvement. It includes tips and guidance on how to design and implement a customer feedback system from defining the objectives to leveraging the insights and translating them into actions.

But Why learning to design and implement a customer feedback management system ?
Professionals should learn how to design and implement a customer feedback system because it enables a customer-centric approach, continuous improvement, and data-driven decisions. This system enhances customer loyalty, detects issues early, and customizes products/services. It provides a competitive edge, engages employees, and offers measurable metrics for tracking satisfaction. Moreover, it aids in risk management, drives innovation, and ensures relevance in a global market, ultimately leading to informed strategies, improved products, and overall business growth.
Who this course is for:
This mini is ideal newbies in the customer experience management, but also for subject matter experts and professionals who are responsible for gaining customer insights, measuring customer experience. Professionals who need to develop, design customer centric products and services; decision makers and team leaders responsible for operational and financial improvements based on customer experience.

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Customer Experience Management

Ghiz Ari

Instructor's Courses

Ghizlane Arifine, Ph.D., brings a wealth of expertise to the field of marketing research, encompassing both qualitative and quantitative methodologies. With over 12 years of dedicated engagement with global organizations, she has been instrumental in elevating their customer experience standards.Driven by an unwavering curiosity for customer experiences, Ghizlane has embarked on a dual career path. Notably, she serves as an academic, imparting knowledge in the domains of marketing, customer engagement, and customer behaviour. Simultaneously, she is a Customer Experience (CX) practitioner, actively developing and executing CX programs for prominent global entities.Furthermore, Ghizlane extends her influence to academia by mentoring scholars during their transition into corporate realms focused on CX/UX research. By facilitating the harnessing of their transferable proficiencies, she enables them to seamlessly transition into their first corporate roles.Through meticulously designed online courses, Ghizlane shares her academic acumen, industry insights, and real-world case studies to provide aspiring CX professionals with a comprehensive and pragmatic learning platform.

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