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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

Tools Covered In Module 15 – Customer Journey Subject Code 21DMS013

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