Subject Code: Subject Code: 21DMS015
Customer experience is a totality of cognitive, affective, sensory, and behavioral consumer responses during all stages of the consumption process including pre-purchase, consumption, and post-purchase stages.
OCP Academy
Course Description
- The customer journey is the complete sum of experiences that customers go through when interacting with your company/ brand/product/services. Instead of looking at just a part of a transaction or experience, the customer journey documents the full experience of being a customer.
- The importance of the Digital Customer Journey while the customer can be on any digital platform
- Analyzing the Steps to Customer Journey
- Analysis of the customers through Google Analytics – The final click or direct visit before a conversion gets credit for that conversion.
- Understanding the Types of Customer Journey Maps and Stages of Customer Journey
- New Product Development and Stages
- What is a customer Lifetime Value
Course Objective
- To understand the customer’s path or journey, via various touchpoints and to reach their decision to purchase the goods / services / an item / product from you.
- To Analyse the Old Customer Funnel from the New and seeing the advantages
- Analyze and differentiate a Offline customer Journey with an Online Journey
- To analyse the mapping Customer Profiling along with your Brand Customer Persona to know your customer better and talk to him accordingly
- To Understand the concepts to enables to build new leads and then convert to New Customers, and then build
Course Outcome
- Classify the concepts and process to understand his / her customer thoroughly
- To Comparing the Old Customer Funnel from the New and seeing the advantages
- Distinguish the differentiate between an Offline customer Journey with an Online Journey
- Identify the digital customer Journey is important since today a customer explore online, does competitive mapping to plan
- Discuss the concepts to enables to build new leads and then convert to New Customers, and then build.
Module Mapping
- Employability: Product Manager / Product Strategist / New Product development/ Marketing Manager / Marketing Product Manger / Marketing analyst / Customer Analyst/Digital Marketing Manager / Digital Strategist / Digital analyst Google Analyst / Online support manager / Online sales lead/ E commerce lead/ E commerce analyst / ecommerce product lead
- Entrepreneur: Small scale Business Lead / Operational Digital lead
- Skills: Skills helps to became an Agency Product Manager / Agency Marketing manager / Service lead /Advertising agency – Digital strategist / Digital servicing / SEO lead /Retail – Sales /product / marketing or Digital manager
(Note: It implies that after learning this, students will be able to see how it may benefit them in terms of employability, soft skills, and entrepreneurship.)
Tools Covered
