Manage Customer Experience in Live Engagements on Social Media
About This Course
Live commerce is the act of engaging with customers and selling products online through livestreamed sessions where shoppers can interact with the brand in real-time. This course will equip learners with the knowledge and skills required to effectively manage and execute live engagement experiences for customers on social media. It covers the end-to-end from pre-live session engagement, to scripting and preparations to the actual streaming and live interactions, to the management of fans interactions and follow-ups during and after each live engagement session. In effectively managing these live customer experiences, learners will be able to contribute significantly to their organisation’s marketing strategy and customer engagement initiatives.
What You'll Learn
- LO1. Apply customer analysis tools and applied behaviour analysis to profile customer segments to determine live commerce experience model, pricing strategy and product choices
- LO2. Determine the implications of customer experience management before, during and after livestreams on the organisation’s product sales and marketing success
- LO3. Set up performance indicators and analytics dashboards to analyse customer experience and engagement before, during and after live engagements
- LO4. Derive insights about the target customers, their emotional triggers and their ideal end-to-end customer experience from non-live social media engagement to live engagements to post-live sessions follow-ups
- LO5. Prepare the run sheet and script for live engagement with customers for specific products based on insights
- LO6. Conduct the pre-live lead-up activities, actual livestream session, and post-live engagement in alignment with the overall vision and plan for the target customers’ journey
- LO7. Manage communications with the customers after the live engagement to achieve the engagement goals
Entry Requirements
Entry Requirements
- 1 years of working experience in any sector; and
- Workplace Literacy and Numeracy (WPLN) 5 or equivalent
- Proficient with the use of a Windows Laptop or Macbook
*Learners without the right WPLN or equivalent qualifications can be accepted if they have at least 3 years of relevant working experience in supervisory roles, subject to the MR’s approval.