Customer loyalty, the customer/user experience, and customer insight are the core of achieving maximum satisfaction and retention. This module gives you an understanding of the contemporary customer’s complex needs and wants, their behaviour as consumers and how this sets their expectations. You will learn how to gain the insight required to understand those needs and map the journey to ultimately improve their experience.
L.O 1 - Customer context in which the marketer operates
L.O 2 - Understand the key factors that influence customer behaviour.
L.O 3 - Understand the Customer Experience
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