There are four points, we're going to emphasize in this course:
- A Customer Experience Mindset: First we’ll expand on what it means to have a customer experience mindset not just as an individual but as an entire organization.
- Identify Your Customers - both internal and external
- Map Their Journey: Next, we'll look at a simple framework for mapping your customers Journey
- Assess How You’re Doing: identify what’s going well and where there are opportunities for improvement.
Course Curriculum
Introduction and Course Overview
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A Customer Service Mindset
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Who Are Your Customers?
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Mapping Your Customers' Journey
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Customer Feedback
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Conclusion
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