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FutureLearn

Customer Experience Design

Swiss Education Group via FutureLearn Program

Overview

A recent study by Info Quest CRM shows that “a totally satisfied customer contributes 2.6 times as much revenue as a somewhat satisfied customer, and 14 times as much revenue as a somewhat dissatisfied customer.”

A positive customer experience is critical for business growth in a competitive industry. A happy customer is more likely to return, as well as promote you through word-of-mouth marketing – both key ways for increasing your revenue.

On this professional certificate, you’ll identify how to improve your customer experience design skills to help boost engagement and improve value creation.

You’ll learn how to move away from current stagnated industry strategies so you stand out to your customers with a personalised service that delivers high customer satisfaction.

Take a customer-centric approach for competitive positioning to grow your business

Putting the customer first, you’ll find out how to embrace innovation and a customer-centric business model as the key to success.

You’ll develop the leadership skills required to implement this customer-focussed strategy and discover how you can create a company culture where teams put customers at the core of their work.

With this ethos in place, you’ll discover how to design your product and service with a customer-centric approach.

You’ll also examine different strategies such as standardisation and personalisation to understand how you can place yourself above your competition. You’ll use different business models such as Blue Ocean Strategy and Castle & Fish to help you stand out from your competitors and navigate on uncontested marketplaces.

Boost customer engagement by analysing consumer behaviour

Positioning the customer at the heart of your business, you’ll delve into consumer behaviour to help you drive decisions and for optimal value creation.

You’ll understand how to adjust your business to consumers’ ever-changing expectations to increase your profits and further gain a competitive advantage.

Through an in-depth analysis of global trends and by understanding the link between customer segment, customer profile, customer behaviour, and generational needs, wants, and expectations, you’ll learn how to build differentiation experiences for a more targeted approach.

Learn from the experts at the Swiss Education Group

This professional certificate from the Swiss Education Group will equip you with the leadership and entrepreneurial skills that are highly sought after in the hospitality industry and beyond.

With over 40 years of experience in hospitality management and culinary arts education, the Swiss Education Group will provide you with expert advice to help accelerate your career.

Will I receive a certificate in Customer Experience Design?

Throughout the professional certificate, you’ll take part in tasks and tests to help demonstrate your understanding and reinforce your skills.

You’ll also complete short portfolio tasks that you’ll receive feedback on to help you prepare for a final assessment, which will be graded by your tutor. Upon successful completion, you’ll receive your certificate.

How can I apply customer experience journey design to my business?

You’ll be given the tools to design a full customer journey for a selected property to see different growth models in action. This will help you identify the models that will work for your business.

Is this certification suitable for experienced hospitality professionals?

This certification is suitable for anyone who wants to develop and improve their managerial skills within the hotel and hospitality industry and it can be expanded to other industries such as retail, service, and finances. Whether you’re a middle, senior, or an executive-level manager, you’ll be able to put the skills you learn to use immediately in your workplace.

Does this professional certificate cover how to create and improve customer experience?

Yes, you’ll learn how to implement different strategies to help you improve your customer experience. The course starts right at the beginning by identifying current industry standards, helping you move away from the uninspiring and instead, creating stand-out and engaging customer experiences.

Syllabus

Courses under this program:
Course 1: Customer Experience Design: Competitive Positioning
-Discover how successful companies in the world find their elements of differentiation and the key to sustainable business success

Course 2: Customer Experience Design: Taking a Customer-Centric Approach
-Uncover the business value of knowing, empathising and understanding your customers.

Course 3: Customer Experience Design: Developing a Customer Journey
-Learn how to create an innovative customer journey for your business to increase revenue.


Taught by

Jorge Duraes Barbosa

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