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Anna Falk

Expert
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A marketing professor renowned for her expertise in consumer behaviour, digital marketing, and brand management. Dr. Falk's innovative approach to marketing strategies, coupled with her engaging teaching style, has earned her numerous accolades and a loyal following of students. She has published extensively and is a sought-after speaker. Dr. Falk is also actively involved in consulting, helping companies enhance their marketing efforts and achieve sustainable growth in today's competitive marketplace.

Skills you will gain

Customer-Centric Strategy: Development of strategies that put the customer at the center of business decisions and processes. Brand Management: Understanding of how to build and manage a brand that resonates with customers. Innovation: Skills in service design and innovation to create products and services that meet customer needs. Customer Empathy: Ability to understand and empathize with customers' emotions and perspectives. Emotional Intelligence: Improved emotional intelligence to better manage relationships with customers and team members.

Course description

This course provides an in-depth exploration of Customer Experience (CX) management, equipping students with the skills and knowledge needed to design, implement, and evaluate customer-centric strategies. Through a blend of theoretical concepts and practical applications, students will learn to create detailed customer journey maps, analyse customer data, and utilise CRM tools to enhance customer satisfaction and loyalty. The course covers essential topics such as consumer behaviour, service design, digital marketing, and brand management, preparing students to excel in roles that require a deep understanding of the customer experience. Interactive lectures, case studies, and real-world projects ensure a comprehensive and engaging learning experience.

Course content

This course provides a comprehensive exploration of Customer Experience (CX) management, designed to equip students with the essential skills and knowledge required to create, manage, and enhance customer-centric strategies. Students will delve into the principles of consumer behaviour, customer journey mapping, and service design to understand how to deliver exceptional customer experiences. The curriculum covers key areas such as digital marketing, brand management, and the use of Customer Relationship Management (CRM) tools. Through a blend of interactive lectures, real-world case studies, and practical projects, students will learn to analyse customer data, develop innovative service solutions, and implement effective CX strategies. This course prepares students to excel in various roles that demand a deep understanding of customer experience, driving satisfaction and loyalty in today’s competitive marketplace.

Course overview

3h 0m

Requirements

Students should have completed an introductory course in marketing with coursework in consumer behaviour.
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All levels

3h 0m

English

Standard price
£256

Video lectures

Study materials