Open to anyone with a passion for delivering better customer experience
There’s a growing amount of training courses and certifications for the modern-day marketer. Not only do they help give professionals the career boost (and credibility) they’re looking for; these courses and certifications can also bring real benefits to organizations across a wide range of industries, especially at a time when the whole marketing discipline is in the middle of an evolutionary change.
It was with this in mind that we recently launched the ReviewTrackers Academy. The marketing certification program, which offers six training courses and certification on Customer Experience Management, is designed to help marketers and online customer service specialists achieve a deeper, more meaningful relationship with their customers — through robust online education complete with actionable takeaways they can use in every facet of the customer experience.
We sat down with our very own Brian Sparker, head of content for ReviewTrackers, to talk more about the ReviewTrackers Academy.
Who can enroll in the ReviewTrackers Academy, and what can they learn from the courses?
Brian: The ReviewTrackers Academy is open for enrollment to anyone with a passion for customer service. They’ll learn techniques for a “customer-first” approach, strategies for understanding customer pain points, and ways to better engage with their customers and identify brand advocates on social media channels.
The Customer Experience Management Training & Certification starts with an in-depth background of CEM, examples of corporate success, and the metrics behind that success. It delves into the "customer-first" approach and techniques for understanding customer pain points, and helps students engage with their customers by identifying brand advocates. The advantages of brand advocacy are outlined in a lesson on user-generated content, and tools that can be helpful to engage with brand advocates in real-time. Lastly, the first course ends by outlining next steps from setting up a customer experience strategy to operationalizing your internal organizational structures so they can better serve customers.
How intensive are the courses?
Brian: The courses are designed for anyone to understand. Over 46 short video lessons you will learn:
- How to measure customer happiness
- The entire customer loyalty loop
- Tactics to improve brand reputation and online reviews
How is learning about customer experience different from learning about customer service?
Customer service is one important element of a successful customer experience. But great businesses know that the service is just one touchpoint being had with a customer as they venture along their customer journey. Everything a brand does to influence the customer’s experience, from building awareness to encouraging advocacy, are elements of the customer experience.
Does the ReviewTrackers Academy also have courses or modules on how to manage online reviews?
Brian: Once a business is able to obtain customer feedback data, applying this new science to impact the customer experience is a challenge in its own right. The training explains how business intelligence can be obtained through the voice of the customer, and applied to improve your organization’s online reviews. Its also looks at the evolving field of customer experience management in the era of social media, and how new customer pain points are being analyzed like never before.
How can certification from the Academy benefit an organization or help one’s professional career?
Brian: The certification program explains the fundamentals of the customer loyalty loop from customer advocacy back to customer awareness. After a customer has a positive customer experience, their experience is shared via word of mouth and amplified on social media and review websites.
Understanding the implications of this amplification (and its impact of the customer lifecycle) is imperative to any customer-focused organization. By successfully completing this certification course, each student is validating their understanding of the relationship behind advocacy, awareness, and the big picture.
For more information, don’t hesitate to reach out to your Customer Success Manager. You may also visit www.Learn.ReviewTrackers.com.