- 07 Sep 2021 Online
This unique course is designed to integrate the three departments of sales, marketing and customer care to provide a seamless digital customer journey. The course emphasises on the importance of the integration between the digital customer care unit, the marketing campaigns launched and sales strategies resulting in a positive digital customer journey.
Clients around the globe view huge number advertisements every single day from relevant and/or irrelevant businesses which puts tremendous pressure on companies to raise the bar when offering new brands, products or services. The role of the digital customer experience/ care team is now more than ever important drawing from customer behaviour, leads and feedback received from any advertisement, product, or even positive/negative engagement on digital channels.
It is also crucial to offer digital services and self-digital services through the customer journey to ensure the cycle is always accurate as per customers’/leads’ perspectives.
This course will provide an understanding of the evolution of the online customer service and how to integrate social customer care using social media channels. The learnings will illustrate how to integrate marketing, sales and customer care units together for better marketing planning and online campaign success.
Delegates will acquire knowledge on the roles and responsibilities of digital customer care in any organisation and the best practice approach to build an omnichannel customer journey with live cases based on renowned brands such as Twitter, Oracle, STC and Microsoft. Through experiential learning delegates will draft a digital customer care strategy for their organisation and will adopt best practice techniques to build action plans in reporting customer feedback to selected departments.
At the end of the training, delegates will set KPIs for their digital customer care unit, integration of marketing channels and chatbot revolution in action and with live examples.
Who Should Attend
Customer Care Specialists and Managers, Marketing Managers, Brand Managers, Sales and Promotion Officers and Managers, Digital Customer Experience Managers, Digital Chief Officers, Digital Marketing Officers, Managers and Directors, eCommerce Marketing Managers/Directors, eCommerce Content Designers.
Benefits of Attending
- Learn why digital customer care is the new digital marketing tool
- Acquire best practice trends and procedures on integrating digital channels to provide a superlative digital customer experience
- Design your organisation’s annual digital customer care strategy
- Use various online tools to obtain feedback on the customer’s experience
- Align the digital sales, marketing and customer care units with the business objectives
- Build relevant campaigns to enhance the customers’ experience
Ameed Awad is a Certified Digital Marketing Professional (Digital Marketing Institute – DMI), Certified Digital Transformation Strategist – Emeritus MIT, Certified Brand Manager from AIPMM institution (USA) and a Digital Customer Care Consultant to large corporations in MENA.
With over 15 years of practical experience, Ameed has assisted in digitalizing companies with online advertising, traditional and digital marketing using all social media channels (i.e. Facebook, Twitter, YouTube, Instagram and LinkedIn). His clients include local and international private companies.
As a consultant, Ameed has helped international firms to design online strategic plans, digital customer care units, and their integration with digital marketing and digital sales departments to enhance the conversion of online clients through social media channels. Ameed also has extensive experience in website development and design.
Ameed is a professional, bilingual trainer in the Middle East, whose training experience covers a wide range of topics across all areas of Social Media Management and Digital Marketing.
Pricing excludes 5% VAT, which will be charged where applicable