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Quick Facts
| Medium Of Instructions | Mode Of Learning | Mode Of Delivery |
|---|---|---|
| English | Self Study | Video and Text Based |
Course Overview
Branding and Customer Experience are two such concepts that have been part of every organization that is either producing or providing services to the customers. These are the foundational concepts that must be considered and worked upon constantly for better results. Branding is the unique name and symbol of an organization that separates it from the rest of the competitors or companies. While customer experience is the process of surveying, interacting, and enhancing customer interaction with the organization. Though these two processes have different functionaries, the course of Branding and Customer Experience shall interlink the two processes and will help the candidate broaden their knowledge and skills.
Branding and Customer Experience training is delivered by the IE Business School on the online learning platform Coursera. They will be trained through videos, reading material, quizzes, and a capstone project. This is a 5-week course with flexible deadlines and the classes for the same will be completed within the time frame of 11 hours. The candidates opting for the certification mode will get Branding and Customer Experience certification by IE Business School and Coursera at the end of the course.
Also, Read
- Advanced Management Certification in Transformational Customer Experience Management
- Executive Development Programme in Managing Products and Branding
The Highlights
- 5 weeks duration
- Online course
- 11 hours for classes
- Shareable certification
- Self-paced learning
- Graded assignments
- Quizzes and programming assignments
- Financial Aid
Programme Offerings
- 5 Weeks Duration
- 11 hours of classes
- trained by experts
- Online Course
- Shareable Certification
- Flexible Deadlines
- Graded Assignments
- Feedback
- quizzes
- assessments
- financial aid
- Audit mode.
Courses and Certificate Fees
| Certificate Availability | Certificate Providing Authority |
|---|---|
| yes | Coursera |
Branding and Customer Experience Fee Structure
Description | Amount |
1 Month, 10 hours per week | Rs. 3,277 |
3 Months, 3 hours per week | Rs. 6,554 |
6 Months, 2 hours every week | Rs. 9,831 |
Eligibility Criteria
Certification Qualifying Details
Branding and Customer Experience certification will be given at the end of the program to all the students who have opted for the certification mode of this course. Candidates should complete the reading material, videos, quizzes, and project to receive a shareable certificate from IE Business School and Coursera. The certification shall increase the chances of learners to secure a prominent job with a desirable package.
What you will learn
The branding and customer experience certification syllabus is comprehensive and designed to provide extensive knowledge of the processes involved in the product cycle. The course aims to train the candidate from scratch to an advanced level in branding and customer experience. The candidate will become proficient in the following concepts by the end of this course.
- Employment
- Brand Management
- Leadership
- Management
- Customer Experience
Who it is for
The Branding and Customer Experience benefits learners who wish to build their future in branding and customer experience. This course will guide customer service managers, brand managers, and marketing managers by enhancing their knowledge and skills in the domain.
Admission Details
To enroll yourself in Branding and Customer Experience online course, follow the steps mentioned below:
Step 1: Visit the portal of Coursera for the Branding and Customer Experience course. The direct link for the course is https://www.coursera.org/learn/branding-and-cx
Step 2: The screen with the detailed introduction of the course shall be displayed on the portal of Coursera.
Step 3: Click on the tab “Enroll for free” and sign up for the course.
Step 4: Complete the enrollment process by paying the Branding and Customer Experience certification fee.
Step 5: Start learning by attending Branding and Customer Experience classes.
The Syllabus
Videos
- CX and Branding: Course Overview
- CX All Around Us: Public Transport
- CX and Branding Teams: Titles, Scope and Organizational ¨Fit¨
- The CX ¨Tower of Babel¨
- Towards a More Complete CX Definition
- Making Sense of Variations of CJMs
- Customer Journey Mapping from an Expert: Beatriz Macarrón, Strategy Director, Garaje de Ideas
- The Context of ¨Why¨: The Value of Contextual and Observational Research
- So Many Touchpoints...
- It's All About Alignment (Part 1)
- It's All About Alignment (Part 2)
Readings
- Required Reading: The CX Tower of Babel: What CX Descriptions Tell Us About Corporate CX Initiatives
- Required Reading: When and How to Create Customer Journey Maps
- Required Reading: Common Pitfalls of Customer Journey Mapping
- Recommended/Optional Readings/Resources
Videos
- Branding, CX, and Restaurant Menus
- Mapping Branding Activities in the Context of Customer Journeys
- Aligning Brand Strategy with an Expert: Luis Villa - Strategy Director at Fjord - Accenture Interactive
- Evaluating the Contribution of Branding to CX
- Brand Guidelines and Their Impact on CX From an Expert: Leslie Andrachuk - Co-Founder of Alpha Woman
- The Reality of Brand Guidelines
- Brand Guidelines: Getting Your Colleagues to Pay Attention
- Branding Strategy Orphans
- Why CX Metrics Projects Miss the Mark
- Why You Should Do CX Metrics Projects Anyways
Readings
- Required Reading: Packaging and Branding
- Required Reading: CX Measurement Strategies
- Required Readings: CX Dashboards
- Recommended/Optional Readings
Practice exercise
- Quiz 2
Videos
- The Brand Impact of Parking Garages
- Brand Messaging Confronts the Real World
- Death by 1000 CX Papercuts
- User Experience, Customer Experience, and the Relationship to Brand
- Why Product Teams Hate Branding Projects
- How Branding Projects Can Find Peace with Product Teams From an Expert: Julien Bouvet - Senior UX Designer, Axance
- Why Customer Service Gets Pulled in Different Directions
- Call Centers and Their Impact on Brand From an Expert: Ger Doyle - Global Head of Customer Operations, Roche Diabetes Care
- Don't Let the Chatbot Project be an IT Project
- What Behavioral Economics Tells Us About Where to Focus Our CX Efforts
Readings
- Required Reading: A Fine is a Price
- Required Reading: Customer Experience vs User Experience: Why the Difference Matters
- Required Reading: UX Research and Market Research
- Required Reading: Building a Brand Through Customer Support
- Required Reading: Building Brand Touchpoints
- Recommended/Optional Readings
Practice exercise
- Week 3
Videos
- Recycling Your CX
- Using a Value Proposition Canvas to Increase Team Alignment
- What is Employee Experience and Why Does it Matter?
- Understanding Where Your Colleagues are Losing the Brand Message
- What Drives a Company to Outsource Customer Touchpoints?
- The Hidden Costs of Outsourcing Customer Research
- Outsourcing Continued: How to Mitigate the Risks
- Ethics Matters Part 1: Where is Your Ethical Line?
- Ethics Matters Part 2: Using Customer Data for CX
- Some Final Words From Michael
Readings
- Required Video: Value Proposition Canvas Explained by Alex Osterwalde
- Required Readings: Employee Journey
- Required Video: RSA ANIMATE: Drive: The surprising truth about what motivates us
- Required Reading: How Business Partners Affect the CX with your Brand
- Required Reading: Top 10 Market Research Mistakes
- Required Reading: Common customer experience strategy mistakes—and how to avoid them
- Required Reading: The misuse of data
- Required Reading: Learn How Anecdotal Evidence Can Trick You!
- Recommended/Optional Readings
Practice exercise
- Week 4
Videos
- Introduction to the Branding and Customer Experience Capstone Project
- Instructions for the Capstone Project
- Branding and Customer Experience Capstone Project Conclusion
- Conclusion to Branding: The Creative Journey Specialization
Readings
- Instructions
- Designing and starting up a customer-experience transformation
Practice exercise
- Branding and Customer Experience
IE Business School, Madrid Frequently Asked Questions (FAQ's)
The Branding and Customer Experience course is for 5 weeks and the classes will be completed in approximately 11 hours duration.
In India, the average salary of a brand manager is ₹12,49,593 and that of a customer experience manager is ₹10,66,436.
This course is provided by IE Business School and it is available on the online learning platform Coursera.
Students can enroll free through audit mode and start the classes of the course but shall not be able to receive any certification and benefits. Or a student can enroll through certification mode and receive benefits and a shareable certificate.
Students who are opting for certification mode can avail of the financial aid for the course.