BRA166 - CUSTOMER EXPERIENCE - THIẾT KẾ TRẢI NGHIỆM KHÁCH HÀNG [NGUYỄN QUANG HIỆP] - Google Drive

Brand Trainer & Consultant Thiết kế Trải nghiệm Khách hàng Custormer Experience Context Consumer experience a brand in various touchpoints (digital/ selling platforms, media, products, offline stores, etc.) Values design – deliver suitable or exceptional values with purpose to customers Focused platforms/touchpoints – right & focused investment 1. Foundation of Customer Experience • Platform vs. Touchpoint • Popular Platform (with Touchpoint, strategic role for value creation) Product/ Content Hub/ Media Online Store (Website, E-commerce, App) Offline Store/ CRM & Sales Support/ Event-Workshop-Webinar 2. Customer Experience Management • Customer Experience Design vs. Management • Functional roles in customer experience management • 5 core principles & 4-step audit Agenda 3. Customer Experience Strategy • Connection between Brand Positioning Strategy & Customer Experience Strategy • Customer Experience Strategy: Brand Experience/ Product Experience/ Service Experience Service Standard &

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• Phương Anh