Course Overview
This course will teach you how to perform an objective analysis on your own website by viewing your website from the customer’s (user’s) perspective. You will learn how to benchmark your website against local and international competitors and gain the necessary skills required to enhance the user experience and strategic performance of your website.

• Trends in relations to online customer behaviour
• Beyond demographics: Know your customer
• Evaluate your website and benchmark it against global and local competitors
• Analyse the effectiveness of your website’s usability, content, functionality, design and navigation by understanding the key elements of a customer friendly website
• Understand the essential components of online customer service and discover the advantages and shortcomings of online
  customer service
• Differentiate between online and offline customer support by developing an online customer services plan
• Ensure smooth interaction and communication between the website and the end user (your customer)
• How to gain trust and create customer loyalty through your website.

Who Should Attend?
This course will benefit website owners, marketers, e-marketers and customer relations consultants who want to understand the basics of web usability and wish to gain insight into acquiring customer loyalty and trust while delivery superb online customer service excellence.

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