Serving Digital Customers
- 3 Courses | 1h 5m 39s
- 11 Books | 33h 16m
- 5 Audiobooks | 26h 58m 25s
To successfully serve digital customers, companies must optimize the customer experience amidst rapidly evolving communication channels and rising customer expectations. Today's marketplace is crowded, which means you are vying with many other businesses for customers' attention. It's hard to attract new customers and build customer loyalty. Customer experience has become even more important than price and product when it comes to differentiating your brand. Learn how to provide your customers with an enjoyable buying experiences and optimize their experience.
COURSES INCLUDED
Understanding the Digital Customer
Today's digital customer is a new breed, no longer easily defined by age or generation. They are digital natives, online savvy, and using multiple channels to conduct their day to day affairs. In this course, you will learn the characteristics of digital customers and how the online world shapes their expectations. You'll learn how to utilize data and analytics using tools like conversion rate optimization and funnel analytics to build a better customer experience. You will also come to recognize the value of data privacy and the trust involved in holding customer information. Finally, you'll learn the value of maintaining the human connection online and actions an organization must take to foster the innovation necessary for meeting customer service customer experience expectations.
6 videos |
21m
Assessment
Badge
PMI PDU
Shaping the Customer Experience Across Digital and Physical Channels
Today's customer is a new breed, often a digital native who spends much of their time online in the digital world. They have different priorities and expectations than generations of customers past. In this course, you will learn about meeting the needs and expectations of today's digital customers, including omnichannel and utilizing algorithm-savvy design. You'll also learn about wayfinding: ways to shape and influence their customer journey, as well as methods to individualize their customer experience (CX) through methods like digital body language. Finally, you'll learn about protecting and partnering in their data privacy and security.
6 videos |
22m
Assessment
Badge
PMI PDU
Serving Digital Customers with Omnichannel
Offering an omnichannel customer experience (CX) is a must in today's digital world, but implementing it comes at a cost. In this course, you will learn about how omnichannel affects the CX, and in turn, how the CX drives omnichannel innovation. You will also learn about using data analysis and customer journey mapping to uncover customer expectations, and how these can be used to estimate Customer Lifetime Value (CLV) and to help tailor an agile approach to successful omnichannel design and investment. Finally, you'll learn about the challenges to an omnichannel approach, such as data privacy and protection, and how to mitigate them.
6 videos |
21m
Assessment
Badge
PMI PDU
EARN A DIGITAL BADGE WHEN YOU COMPLETE THESE COURSES
Skillsoft is providing you the opportunity to earn a digital badge upon successful completion on some of our courses, which can be shared on any social network or business platform.
Digital badges are yours to keep, forever.BOOKS INCLUDED
Book
MIT Sloan Management Review on Serving Digital CustomersThis collection of articles from MIT Sloan Management Review will show you how to find the sweet spot between what digital technologies can deliver and what customers need.
26m
By MIT Sloan Management Review
Book
MIT Sloan Management Review Article on The Public Sector Can Teach Us a Lot About Digitizing Customer ServiceThis article from MIT Sloan Management Review discusses how public agencies in Australia are taking the lead in using bots to improve services.
7m
By Alireza Nili, Alistair Barros, Mary Tate
Book
MIT Sloan Management Review Article on Master the Challenges of Multichannel PricingThis article from MIT Sloan Management Review talks about how retail customers may accept different prices in different channels and asks the question: Are retailers ready to manage the complexities?
4m
By Gadi BenMark, Manish Chopra, Sajal Kohli, Walter Baker
BOOK SUMMARY
When Digital Becomes Human: The Transformation of Customer RelationshipsIn When Digital Becomes Human, author Steven Van Belleghem introduces new ways of thinking about the intersection between people and technology. In this Summary, we discuss the salient points of the book based on our interpretation of its contents.
10m
By Steven Van Belleghem
Book
Build for Change: Revolutionizing Customer Engagement Through Continuous Digital InnovationHighlighting the revolutionary changes to business, marketing, and technology practices that are needed to survive and thrive in these unforgiving times, this book explains how businesses are increasingly relying on new forms of customer engagement, and how one customer's experience-whether good or bad-can alter a company's reputation with the click of a mouse.
2h 56m
By Alan Trefler
Book
Customer-Centric Marketing: Supporting Sustainability in the Digital AgeAddressing sustainable marketing planning, its barriers, and how to overcome them, this book demonstrates how sustainable development practices and digital marketing techniques work naturally together to add value, leading to improved customer satisfaction, better relationships and increased effectiveness.
4h 11m
By Jon James, Neil Kelley, Neil Richardson
Book
Customer Relationship Management Strategies in the Digital EraThis title will be removed from the Skillsoft library on May 24, 2024.
8h 37m
By Süphan Nasýr (ed)
Book
When Digital Becomes Human: The Transformation of Customer RelationshipsPacked with examples from organizations that have successfully transformed their customer relationships, this strategic guide presents a clear model that illustrates how to integrate an "emotional" layer in any digital strategy to achieve consumer engagement and loyalty.
3h 45m
By Steven Van Belleghem
Book
Digital Sense: The Common Sense Approach to Effectively Blending Social Business Strategy, Marketing Technology, and Customer ExperienceProviding two pragmatic frameworks for implementing and customizing a new marketing operating system at any size organization, this complete playbook offers step-by-step roadmaps for optimizing your customer experience to gain a competitive advantage.
4h 9m
By Chris J. Snook, Travis Wright
Book
Digital Engagement: Internet Marketing That Captures Customers and Builds Intense Brand LoyaltyFeaturing case studies from companies like Toyota and Tommy Hilfiger as well as lists of key vendors for online marketing software, this book offers a truly comprehensive guide to all of the new online marketing tools.
3h 13m
By Bob Heyman, Leland Harden
Book
Stickier Marketing: How to Win Customers in a Digital Age, Second EditionBy asking "not what your marketing can do for you, but what your marketing can do for your customer," this book reveals the ‘new rules' by which companies must now operate in order to be successful.
5h 38m
By Grant Leboff
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AUDIOBOOKS INCLUDED
AUDIOBOOK SUMMARY
E-Logistics: Managing Your Digital Supply Chains for Competitive AdvantageE-Logistics examines the history of e-logistics, its role in transportation industries and automation, and the future of information and communication technologies (ICT). In this Summary, we discuss the salient points of the book based on our interpretation of its contents.
21m 9s
By Steve Pettit (eds), Yingli Wang
Audiobook
Clickology: What Works in Online Shopping and How Your Business Can Use Consumer Psychology to SucceedThis audio edition distills the essentials every company in the online economy needs to know in order to turn clicks into dollars.
6h 31m 12s
By Graham Jones
Audiobook
The Customer Experience Edge: Technology and Techniques for Delivering an Enduring, Profitable and Positive Experience to Your CustomersThis audio edition gives you a cost-effective, sustainable way to provide an unforgettable experience to your customers that builds loyalty and turns it into real, measurable profits.
8h 44m 50s
By Reza Soudagar, Vinay Iyer, Volker G. Hildebrand
Audiobook
Customer of Tomorrow: Strategies for Keeping Pace with Rapidly Changing Behaviors, Technologies, and ExpectationsThis audio edition examines many of the changing behaviors, technologies, and expectations that companies must understand in order to build valuable and lasting relationships in the years to come, and will help you continue to win wallet share with customers.
1h 20m 3s
By Knowledge@Wharton
Audiobook
Choose Your Customer: How to Compete Against the Digital Giants and ThriveThis book provides detailed and actionable advice on how to compete successfully with the aggressive giants, grow your customer base, and increase your profits for lasting success.
10h 1m 11s
By John Wass, Jonathan Byrnes
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SKILL BENCHMARKS INCLUDED
Digital Customer Experience (CX) for Non-tech Learners
The Digital Customer Experience (CX) for Non-tech Learners benchmark measures your ability to recognize key terms and concepts related to digital customer experience (CX). You will be evaluated on your knowledge of user persona elements, working with user personas to shape the customer experience, and transitioning from personalization to individualization. Learners who score high on this benchmark demonstrate that they have the skills related to digital customer experience (CX) terminology and concepts.
8m
| 8 questions