Digital Customer Experience Management
- 8 Hours
- Beginner
- English
Word-of-mouth is arguably one of the best marketing techniques. Putting the customer in mind, this course is centred around offering an exceptional end-to-end customer journey and experience to attract more people to your businesses. Learn to extract information from customers with different demographics, demands, and buying patterns by directing the operating rhythm for customer management processes and obtain interactive experiences that engage customers.
By the end of the course, the learner is able to:
- Perform customer behaviour analysis using quantitative and qualitative assessment methods
- Determine the various stages of a customer lifecycle
- Determine the components of desired customer experience
- Integrate key findings from customer research and analysis into customer journey for customer engagement strategy
- Design interactive experiences and processes that engage the customers, in ensuring alignment with overarching customer journey
- Establish key touch points with customers throughout the customer journey
- Apply the best practices in customer relationship management based on the guidelines for customer management and engagement processes
- Oversee that all active end-to-end customer lifecycle stages are planned and ready for implementation
- Recommend enhancements to customer engagement strategy
- Evaluate the effectiveness of customer experiences
- Definition of Customer Experience (CX) versus Customer Service
- Factors that Influence Customer Behaviour
- Conducting Customer Behaviour Analysis
- Stages of Customer Lifecycle
- Components of Desired Customer Experience
- Develop Overarching Customer Experience
- Components of a Customer Journey
- Integrate customer key findings into Customer Engagement Strategy
- Strategies and tactics to engage customers
- Design Interactive Experiences And Processes
- Critical customer touchpoints
- Touchpoint Mapping
- Industry best practices in customer relationship management
- Apply Best Practices / Processes for Customer Management And Engagement
- Manage End-To-End Customer Lifecycle
- Business Metrics
- CX Metrics
- Justify Improvements In Customer Engagement Strategies and Tactics
Certifications
Two e-certificates will be awarded to trainees who have demonstrated competency in assessment and achieved at least 75% attendance.
Certification of Achievement by Wong Fong Academy Pte Ltd
- Minimum GCE “N” level with at least 3 GCE “N” Level Passes
- Able to speak, listen, write and read English at a minimum proficiency level of the Employability Skills Workforce Skills Qualification Workplace Literacy Level (WPL) 5
- Recommended all learners to have at least 1 or more years of sales and marketing
Frequently Asked Questions
All courses are available for both online classrooms and in-person traditional classrooms.
The online course is conducted over Zoom and the in-person course is delivered through a traditional classroom setting. Both learning modes essentially offer the same experience in terms of the course contents, size, duration and learning outcomes.
Class size differs per run, but would be a maximum of 20 learners per instructor.
In-person classroom trainings are conducted at our off-site office 51 Cuppage Road, the nearest MRT will be Somerset MRT.
Comparison of both formats.
Yes, we do provide in-house training. Please contact us to know more about our customized courses.
Yes, there will be an assessment at the end of each learning units and it will be an open book concept. The assessment are not difficult if you are sufficiently prepared for it and the trainer will conduct oral recovery if there is a gap in the written assessment.
There are mini assignments throughout the course, allowing for practice on the concepts and theories taught in the class. Learners would also have to participate in group work and group projects which would be done during class time.
For certifiable (WSQ) and non-certifiable (non-WSQ) courses approved by SkillsFuture Singapore (SSG), self-sponsored individuals and companies (SMEs and Non-SMEs) can apply under the following grant schemes to subsidise the course fees.
- SkillsFuture Mid-career Enhanced Subsidy
- Enhanced Training Support for SMEs
- Self-sponsored (Singaporean Citizens and Singaporean Permanent Residents)
- Company-sponsored (Singaporean Citizens and Singaporean Permanent Residents)
- Absentee Payroll
- SkillsFuture Credit
- Post Secondary Education Account (PSEA) **Only applicable for certain modules**
You may be eligible for up to 70% SkillsFuture subsidies. Please contact us for more details on your grant/funding eligibility.
From 1 Jan 2022, SkillsFuture course funding will be revised to a baseline of 50% subsidy, with an additional 20% subsidy (up to 70% subsidy) for SMEs and Mid-career individuals (Singapore citizens above 40 years old)
The following payment options are available:
- PayNow
- Bank Transfer
- Cheque
- SkillsFuture Credit
- Post Secondary Education Account (PSEA)
Unfortunately, our classes are not claimable under UTAP.
Two e-certificates will be awarded to trainees who have demonstrated competency in the WSQ assessment and achieved at least 75% attendance.
- WSQ Statement of Attainment (SOA)
- Certification of Achievement by Wong Fong Academy Pte Ltd
Depending on the course which from at least minimum of 8 hours or maximum 24 hours. The exact course duration can be found on each individual course page.