Understanding Customer Experience
  • Introduction to Customer Experience
  • What is Customer Experience?
  • Customer Service Vs Customer Experience
The Customer Journey
  • An Overview of the E-commerce Customer Journey
  • An Overview of the Retail Customer Journey
  • Why Focus On Customer Experience?
Customer Behavior
  • Switching Behavior, Switching Costs & Brand Loyalty
  • Product Adoption
  • Recap 1
Making an Impact Through Customer Experience
  • Cx Factors You can control - Ecommerce (Part 1)
  • Cx Factors You can control - Ecommerce (Part 2)
  • Cx Factors You can control - Physical Location
  • Influencing Factors Beyond Your Control
Soliciting Feedback
  • Soliciting Feedback
  • Improving Survey Response
Best Practices for Review Responses
  • Responding to Reviews - Introduction
  • Responding to Positive Reviews
  • - Responding to Neutral Reviews
  • Responding to Negative Reviews
  • Recap 2
Further Improving Your Value to Customers
  • Additional Tips To Improve Customer Experience
  • Wrapping Up