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The following courses are included in this purchase:
- Customer Advocacy
Type of Certification
Format of Certification
Method of Obtaining Certification
Customer advocacy is an approach to customer management that seeks to generate exceptional value for customers by focusing on their success. At a time when customers have more power than ever, customer advocacy can be an effective way of building long-lasting customer relationships. Advocates keep the best interests of the customer in mind – even if it means recommending competitors' products or services. This builds trust in the advocate organization. To be successful at customer advocacy, however, an organization needs an in-depth, ongoing understanding of what customers truly value. This course describes how to find out what customers value by using effective questioning techniques and then draw on this feedback to drive improvements in the customer experience. And the course outlines the importance of trust in the customer relationship and how a customer advocacy approach helps build trust. It also describes how to address customer complaints and problems in a way that builds trust. This entails viewing complaints as key opportunities for both resolving issues and providing customers with the tools and services they need in order to be successful.
Anyone in an organization who wants to develop customer advocacy knowledge and skills
Customer Advocacy: Communicating to Build Trusting Customer Relationships
- describe the benefits of being able to use a customer advocacy approach
- identify accurate statements about trust in customer relationships
- recognize steps in finding out what customers value
- recognize how to address customer complaints in a way that helps build trust
- address a customer complaint in a way that helps build trust
Providing customers with a valuable experience each time they interact with your organization is a hallmark of effective customer advocacy. But many customer experiences are forgettable because nothing particularly important happens. So how can organizations turn these experiences into something more than they are – into experiences that create an emotional connection with the customer and deliver the unexpected? This course outlines the importance of understanding the customer experience holistically and how every point of contact plays an important role in supporting a customer advocacy service model. It also describes how to enhance the customer experience in a way that drives retention and builds loyalty. In addition, the course explains how to create the conditions for exceeding customer expectations by ensuring you meet customers' functional expectations first. It outlines ways to create an emotional connection with the customer and deliver the unexpected – a component that has great potential to impress customers and to build an ever stronger emotional connection.
Anyone who wants to develop customer advocacy knowledge and skills
Customer Advocacy: Enhancing the Customer Experience
- create a customer experience map for a given scenario
- recognize how to create the conditions for exceeding customer expectations
- recognize techniques for creating an emotional connection with your customers
- use techniques for creating an emotional connection with customers
The success of customer advocacy efforts is directly related to an organization's ability to not only meet but also exceed customer expectations at every point of contact. This requires a knowledgeable and motivated employee base that has a solid understanding of what customer advocacy means and how to implement it effectively. But employees need support from management to achieve success. This course describes how to support customer advocacy efforts effectively in your organization. It explains how to communicate the goals and values that drive the customer advocacy approach, and how to create an environment that supports cooperation and coordination – two important elements in achieving success with customer advocacy. In addition, the course describes how to motivate advocacy employees by rewarding cooperation. And it explains how to measure the success of your customer advocacy efforts so that you can provide support to employees in areas where they may need help, as well as provide positive feedback about what they're doing well.
Anyone in an organization, particularly managers, who wants to support customer advocacy efforts
Customer Advocacy: Supporting Customer Advocacy
- assess how well the guidelines for communicating the customer advocacy approach to employees have been followed in a given scenario
- determine whether the guidelines for supporting customer advocacy efforts have been followed in a given scenario
- recognize ways to motivate employees in their efforts at customer advocacy
- recognize guidelines for measuring customer advocacy efforts