Course Summary

CX Optimisation Basics

A 5 part e-course to help online business owners of any size business to understand:

  • the fundamentals of customer experience - what you need to know
  • the impact CX optimisation can have on your business growth and revenue - why you need to know about it
  • how to conduct your own CX audit - how to do it
  • how to plan for and implement CX changes - how to do it well
  • how to review and analyse the results of your CX changes in your business - how to make it even better

Module 1: Introduction

In Module 1, we cover:

  • What customer experience (CX) is 
  • Why CX matters
  • What’s in it for you and your business
Basics of CX
CX Audit Tool

Module 2: Fundamentals

In Module 2 we cover:

  • The key elements of CX
  • The senses at each engagement/touchpoint
  • What are touchpoints and their importance
Key Elements of CX

Module 3: Reviewing the CX

In Module 3, we cover:

  • Walking through the journey from your customer’s perspective
  • What they are looking for
  • What to consider as they move through the journey (feelings/options/improvements/impact)
Your Customers' Journey

Module 4: Making A Plan To Change

In this module, we cover:

  • How the tool organises your priority items to change
  • Why change is important to business growth
  • Why it’s important to take action on what we’ve identified - what’s the alternative?
See Real Results

Module 5: Wrap up and Conclusion

In this module, we cover:

  • A wrap-up on what we’ve covered so far
  • A look at what should your next actions should be to keep moving forward
Where To From Here