Professional Certificate in Retention & Customer Advocacy
-- ViewingNowThe Professional Certificate in Retention & Customer Advocacy is a crucial course designed to empower professionals with the skills necessary to drive customer success and loyalty. In today's customer-centric world, businesses prioritize retaining customers and turning them into advocates, creating high demand for experts in this field.
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โข Understanding Retention & Customer Advocacy: Defining key terms and concepts, exploring the importance of customer retention and advocacy in business success. โข Customer Segmentation & Personas: Identifying and understanding customer segments, creating customer personas to inform retention strategies. โข Customer Journey Mapping: Visualizing and analyzing the customer journey, identifying pain points and opportunities for improvement. โข Data-Driven Retention Strategies: Leveraging data and analytics to develop targeted retention strategies, measuring and tracking their effectiveness. โข Customer Engagement & Loyalty Programs: Designing and implementing engagement and loyalty programs to increase customer retention and advocacy. โข Customer Feedback & Voice of the Customer (VoC) Programs: Collecting and analyzing customer feedback, implementing VoC programs to improve customer experience and retention. โข Customer Health Scoring & Predictive Analytics: Utilizing health scoring and predictive analytics to identify at-risk customers, proactively addressing their needs and concerns. โข Crisis Management & Escalation Protocols: Developing and implementing crisis management and escalation protocols to mitigate customer issues and maintain retention. โข Advocacy Marketing & Referral Programs: Leveraging customer advocacy to acquire new customers, implementing referral programs to incentivize customer advocacy and referrals.
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