How do companies create memorable customer shopping experiences with their web stores that lead to purchases? By looking at what counts towards that unique digital customer experience. Without this focus, your prospective customers will most likely move on to the next company that understands them and what they need.
Digital customer experience refers to the sum of all the online interactions a customer has with your brand. It may start with your company website and include mobile apps, social media, and any other channels where the touchpoint is virtual. What matters here is the perception customers take away. Is it cumbersome and frustrating to ask for help or place an order, or is the process frictionless, memorable, and delightful?
Do not overlook the importance of operational aspects of the experience. From your online web store to the Contact Us form. Every interaction adds up to the overall feel of your brand.
What it is
The Digital Customer Experience Management Course is a 1-Day classroom-based course for wholesale trade companies seeking to create a memorable online experience for their customers. The course covers developing and implementing a cohesive end-to-end customer journey and knowledge to engage a range of customers with different profiles, demands, and buying patterns. This is established through various touchpoints and interacting with customers online.
Who is it for?
Wholesale trade business owners and marketing staff who have adopted Zooloo's DSM suite to establish that vital link with their customer base.
Learning Objectives
At the end of the course, participants will be able to:
- Perform customer behaviour analysis using quantitative and qualitative assessment methods
- Determine the various stages of a customer lifecycle
- Determine the components of the desired customer experience
- Integrate key findings from customer research and analysis into the customer journey for customer journey engagement
- Design interactive experiences and processes that engage the customers
- Establish critical touchpoints with customers throughout the customer journey
- Apply best practices in customer relationship management
Certification
Two e-certificates, WSQ Statement of Attainment (SOA) and Certification of Achievement, will be awarded to trainees who have demonstrated competency in the WSQ assessment and have achieved at least 75% attendance.
Course Providers
Zooloo partners with course providers appointed by the government.
Want to know more? Need assistance with choosing suitable courses? Have questions about particular courses? Contact us at sales@zooloo.asia.
Explore more
- Read about The Digital Transformation Journey
- Learn more about our “Digital Backbones”
- Learn more from our eBook series on Digital Transformation for Wholesale Trade
