CXPA Classes Customer Journey Management - THE PETROVA EXPERIENCE

CXPA Classes Customer Journey Management

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  • CXPA Classes Customer Journey Management

    The CXPA Online Customer Journey Management class is an affordable way to learn fundamentals on the go.

    At around $50 for CXPA Member, it offers a series of recordings allows you to go at your own pace. The instructor goes into great detail explaining how to build a journey map, what the challenges are, and how to overcome them. After this class you will feel much more comfortable that you have a good understanding of one of the foundational Customer Experience management tools. We recommend reviewing the selections taught by Valerie Peck.

    How a Personal Interaction builds Repeat Customers

    A customer-centric methodology is key to the successful outcome of my interaction with Hello Spud. It is the reason this story appears here, and not among the CX Big Fails! The company did not send an automated response. It did not deliver a message stating “sorry we couldn’t help you, would you like something else.” Instead, the company co-founder reached out to me personally across multiple channels (a handwritten note, followed by personal emails).

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    Get Customer Experience Basics Right and You Don’t Need to Invest in Wow Moments

    Wow Moments are a Customer Experience hot topic. Customer experience professionals ideate how to build, prioritize, finance, and measure these Wow Moments. Chip and Dan Heath wrote a whole book on the topic: The Power of Moments. No Wow Moment saves you from negative word of mouth if your brand fails to get the customer experience basics right or to deliver the expected brand experience consistently.

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