Enhanced Customer Experience through Digital Engagement
About This Course
This intermediate-level Critical Core Skills course equips learners with the knowledge and skills to enhance customer engagement through digital platforms. Learners will analyze customer behavior patterns, evaluate customer experience metrics, and develop targeted strategies to improve customer satisfaction and loyalty. The course emphasizes using data-driven insights and customer feedback to refine service policies, address gaps in customer experience, and strengthen customer relationships. By applying customer relationship management strategies and digital engagement tools, learners will be able to deliver a seamless, personalized customer experience and drive long-term business growth through improved customer interactions.
What You'll Learn
1. Analyse Customer Behaviour and Trends – Analyse multiple information sources to anticipate customer needs and expectations, evaluate customer needs to prioritize responses, and implement personalization strategies.
2. Evaluate Customer Experience Metrics – Assess customer engagements and conduct follow-ups to analyze experience quality, manage critical issues, and implement service recovery strategies.
3. Propose Customer Engagement Improvements – Identify gaps in customer experience, recommend improvements to service policies and procedures, and develop customer experience management strategies.
4. Review Effects of Improvements on Customer Relationships – Implement strategies to build customer loyalty and trust, foster two-way communication on digital platforms, and provide effective digital customer support.
Key skills covered include customer behaviour analysis, experience evaluation, service recovery, customer engagement, and relationship management. Learners will gain proficiency in using digital engagement tools, customer experience metrics, and service evaluation models to improve customer satisfaction.
Entry Requirements
● Education: Higher NITEC; GCE O; GCE A; Diploma graduates
● Literacy/Numeracy level: WPLN Level 5